Customer Support Associate

Job Type: Part-Time (10 Hours/Week)

Classification: Hourly, Nonexempt

About SciSure

We believe scientific progress shouldn’t be hindered by fragmented systems, inefficiencies, or compliance burdens.SciSure is the result of a merger between two established names in digital lab technology: eLabNext, long respected for its ELN and LIMS capabilities, and SciShield, a trusted leader in EHS, compliance, and lab safety. We are the creators of the first Scientific Management Platform (SMP), bringing together experiment documentation, sample tracking, compliance, and integrations into a single, connected system — a true home base for the modern lab.We unite the needs of scientists, EHS, and LabOps professionals in one integrated solution, delivering a seamless experience for safe, efficient, and reproducible scientific advancement. Join us in shaping the future of scientific research. Learn more at

Overview

As a Customer Support Associate, you will play a key role in maintaining a critical touch-point in customer satisfaction. You will be at the forefront of customer feedback and will be responsible for maintaining all information in our support ticketing queue including reviewing, organizing, and loading data provided by customers. Additionally, you will work together with team members to reach a resolution on all customer requests. This requires great customer service and communication skills to forge professional relationships with customers. This role will work closely with implementation and development teams. To be successful, you must have strong communication and relationship building skills, and very high attention to detail.

Responsibilities

• Act as the primary point of contact for our users, helping them resolve issues, answer product-related questions, and ensure a smooth user experience
• Troubleshoot and resolve issues by identifying root causes and guiding users through solutions.
• Document customer interactions and issues in our support ticketing system (Zendesk).
• Escalate complex issues to engineering or product teams, as necessary.
• Monitor and report on recurring issues and customer feedback to help improve the product and support processes.
• Maintain an up-to-date knowledge base and contribute to help documentation.
• Advocate for the customer experience and identify opportunities for improving our service and product.

Requirements

• Proven ability to work effectively in a team environment
• Prior IT service desk and customer service experience a plus
• Must be detail-oriented, have strong troubleshooting and communication skills
• Must be able to organize and prioritize a large number of tasks at any given time
• Strong experience with applications such as Microsoft Word, Excel and Outlook
• Strong computer literacy and technical proficiency

Location

Boston, MA