Technical Customer Support Specialist at BioProcure, Inc. in Woburn, Massachusetts

Job Description:

Technical Customer Support Specialist

Who we are:

BioProcure is a breakthrough Procure-to-Pay service designed from the ground up to serve the Biotechnology and Pharmaceutical vertical. Our core focus is on customer service and weve developed a modern easy-to-use web experience for our clients. We serve a client base of the most innovative biotech research companies as they discover cutting-edge therapies to tackle the worlds most challenging health problems. Would you like to join us in supporting this exciting research? Then read on!

At BioProcure, weve created a company where people are valued and are encouraged to grow and contribute ideas. We invest in our people and helping each of our employees reach their potential. This is an entry-level position with unlimited growth potential. We cant wait to see where you take us!

Who we are looking for:

If you're the type of person who craves a challenge, we'd love to talk to you! We have plenty of interesting problems to solve, and we need your help to bring our software to the next level as part of our amazing team. Are you ready to take your career to the next level? If you're the type of person who is a self-taught techie and craves a challenge, we'd love to talk to you!

The candidate must have the ability to both interact with the customer to help resolve their issues but also assist the technical team. We are looking for a very technically minded, hands-on individual who has attention to detail and can handle multiple priorities at once.

What youll do:

• Provide customer service via email and phone support.


• Develop and maintain relationships with both clients and vendors through effective and timely communication.


• Research, resolve and follow up on any customer service/technical issues in a timely manner.


• Complete accurate credit applications, tax exemption forms and return authorizations.


• Create, update, and maintain case records in our ticketing system.
  


• Responding to customer help-desk tickets


• First line troubleshooting for technical issues


• Use Zoom sessions to troubleshoot issues


• Replicate and escalate suspected bugs to developers using Jira


• Document and analyze requested features


• Apply known quick resolutions when production issues are reported


• Technical support via WebEx and phone support


• Escalate technical issues, bugs and feature requests


• Create documentation


• Regression and MAC Testing

What youll need:

• 1-2 years customer service experience


• Bachelors Degree preferred but not required


• Highly proficient with MS Office


• Ability to prioritize, handle multiple tasks


• Capable of thriving in a fast-paced and changing environment


• Strong written and verbal skills


• A decisive individual who possesses a detail-oriented perspective


• Dependable, flexible and consistent team player with a positive attitude

• Ability to independently identify, research and resolve issues


• Capable of learning new programs and software applications


• Highly technical proficiency with software applications


• Self-Motivated, inquisitive, and persistent


• Experience with JavaScript, SQL & Jira/Confluence helpful but not required.


• Technical knowledge of software applications


• Knowledge of the Procurement and or Accounts Payable helpful


• Ability to multi-task in a fast-paced environment


• Friendly personality on the phone and in written communications

Experience/Education

• Technical background - we love self-taught, inquisitive, and motivated techies!


• Compensation commensurate with experience

Bonus

• Procurement System experience


• ERP/Accounting System experience

Benefits

Health/Dental

FSA

401k with match

Paid Holidays

Personal Days & your birthday off

Job Type: Full-time

Job Location: Woburn

At Will: Your employment with BioProcure is at will. This means your employment is for an indefinite period of time and it is subject to termination by you or BioProcure with or without cause, with or without notice, and at any time.

Apply Now