Vizgen, Inc. – Cambridge, MA
Vizgen is a rapidly growing company developing the next generation of spatially resolved genomic profiling tools that enable researchers to gain new insight into the biological systems that underlie human health and disease. The company's groundbreaking MERFISH spatial transcriptomics technology images RNA molecules with high accuracy and unrivaled detection efficiency at subcellular resolution. MERFISH provides transformative insight into a wide range of tissue-scale basic research and translational medicine in oncology, immunology, neuroscience, infectious disease, developmental biology, and regenerative medicine. For more information, go to www.vizgen.com
Position Summary:
Reporting to the Assoc. Director of Global Customer Solutions and working closely with Vizgen’s Support and Product Development team members, the Technical Support Scientist will provide customers with technical support for Vizgen’s MERSCOPE platform. MERSCOPE is an in-situ single cell, spatial omics platform that includes reagents, instrumentation, and analysis software.
Key Responsibilities:
- Answer, evaluate, and prioritize incoming phone and email requests for assistance from customers.
- Handle problem identification, research, resolution, and follow up for routine problems, and escalate complex problems to internal and field support teams.
- Log and manage customer feedback using Vizgen's case tracking database.
- Represent the voice of the customer, by capturing customer impact and lessons learned within Vizgen’s case tracking database
- Assist in developing, writing, and editing technical documentation and training materials for internal and external customers.
- Develop a broad knowledge of Vizgen’s MERSCOPE technology, including instrumentation, software, consumables, and full integration of the platform
- Work directly with external and internal customers to record problems, investigate underlying causes, and identify short term or long-term solutions
Qualifications:
- Customer support experience highly desirable
- Excellent analytical, problem solving, and interpersonal skills required
- Outstanding written and verbal communication and training skills a MUST
- B.S. + 3 plus years relevant lab experience with imaging and microscopy techniques, and/or technical support or customer service in the life sciences industry
- Proven ability to resolve complex issues while maintaining positive customer relations and communication
- Highly motivated and successful individual who can build and maintain a positive attitude in a challenging, and fast-paced work environment
- High sense of urgency for resolving customer issues
- Highly organized, disciplined, and efficient in meeting deliverables
- Ability to work independently and as part of a team
- Highly proficient in leveraging technology and the use of business platform tools including Salesforce, customer support ticketing, remote troubleshooting, PowerPoint, Excel, Word, and other relevant software applications
If you aren't sure you meet every requirement but are excited about what you read here, please consider applying! We believe diversity drives innovation. Above all, we're looking for the right person with skills and talent to grow the company together all while enriching your professional and scientific experience.
We offer a competitive salary, meaningful stock ownership, 401K, health benefits, a great work environment and the opportunity to enter a high-growth startup company. We are recruiting candidates who have demonstrated leadership and excellence throughout their careers and are excited by the prospect of tackling challenging technical problems.
This position may be subject to pre-employment checks, including driving history check, drug screening and a background check for any convictions directly related to its duties and responsibilities. All pre-employment checks will comply with all applicable federal, state, and local laws.
WE ARE AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER
Vizgen affords equal employment opportunity to all qualified persons regardless of race, color, religious creed, national origin, age, military status, sexual orientation, disability, genetic information, gender identity, gender expression or gender unless based upon a bona fide occupational qualification.
