Customer Support Representativ

Role Description The Customer Support Representative is a part-time, remote role responsible for supporting researchers, partners, and collaborators with inquiries related to the lab’s services, projects, and technical resources. Day-to-day tasks include responding to email and chat queries, troubleshooting basic technical issues, and guiding users through documentation, tools, and data access processes. The role involves maintaining detailed records of support interactions, escalating complex issues to relevant team members, and contributing to continuous improvement of support workflows. The representative will collaborate closely with the research and administrative teams to ensure clear communication, timely resolutions, and a positive experience for all stakeholders.
Qualifications
Strong Customer Support and Customer Satisfaction skills, with experience handling inquiries and resolving issues professionally.
Excellent Interpersonal Skills and communication abilities, including clear, concise, and respectful written and verbal communication.
Basic Technical Support capabilities, with comfort using online tools, platforms, and troubleshooting common user problems.
Solid Analytical Skills to understand user needs, identify patterns in support requests, and suggest improvements.
Ability to work independently in a remote setting, manage time effectively, and prioritize multiple tasks.
Interest in public health, laboratory research, or One Health concepts is beneficial; prior experience in a research or healthcare environment is a plus.
Proficiency in English; additional language skills are an advantage.
Relevant coursework or a degree in communication, public health, science, or a related field is preferred but not mandatory.

Work arrangement
Yes