Horizon Discovery, a leading provider of translational genomics research tools, is searching for a Customer Service and Technical Support Associate, a new position reporting to the Head of Customer Service.
This is an office based role and you will be responsible for:
Customer and Technical Support via Live Chat, email and telephone (70% Core Task)
Order entry and processing (30% Core Task)
DUTIES AND RESPONSIBILITIES
Responsible for answering technical support questions directly and updating the customer during the process.
Responsible for working with the US commercial team to support with product information, product availability and processing orders reactively e.g. via telephone, in a timely manner.
Responsible for running the Live Chat service on US time zone to answer technical, commercial and product information enquiries.
Supporting the Distribution partners with product information, technical support, product availability and pricing.
Contribute to the development of the ordering, technical support, and complaints processes to ensure Horizon continues to provide an excellent customer experience now and into the future.
REQUIRED SKILLS AND EXPERIENCE
We offer a varied and interesting working environment and as a growing company we are focused on recognition and empowerment of our employees.