Full-Time Customer Care Representative
Dotmatics is hiring a remote Full-Time Customer Care Representative. The career level for this job opening is Entry Level and is accepting USA based applicants remotely. Read complete job description before applying.
Dotmatics
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Customer Care Representative
About Dotmatics: At Dotmatics, we believe science, data, and decision-making must be deeply intertwined. We have a vision for a new Lab of the Future that will change the future of scientific research.
What we need: We are looking for a Customer Care Representative to join our team. This role will increase the overall value we provide customers by offering higher customer support.
Key Responsibilities:
- Respond to support requests (licensing, accounts, quotes, orders).
- Partner with Sales for presentations and demos.
- Work with multiple software products and support systems.
- Collaborate with product support, development, and QA on technical issues.
- Craft thoughtful responses to customer needs.
- Manage side projects (customer payments, intelligence, account data).
- Improve customer experience (CSAT, engagement).
- Inform future feature roadmap based on customer needs.
- Collaborate with QA on testing new features and bug fixes.
- Work with experts to fill content gaps in training and support.
Requirements:
- 1-2 years of customer support experience in a SaaS environment.
- Experience with Zendesk or similar ticketing systems.
- Sales, account management or customer success/support experience.
- Customer case management experience.
- Experience with technical/scientific software products.
Skills (Optional):
- Analytics, statistics, chemistry, molecular biology, bioinformatics or genomics knowledge.