At a Glance
- Tasks: Provide top-notch technical support for our innovative metabolomics profiling kits.
- Company: Join Metabolon, a leader in cutting-edge science and technology.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic team with a focus on continuous learning and improvement.
- Why this job: Be the go-to expert helping customers solve real-world scientific challenges.
- Qualifications: Degree in a relevant field and experience in technical support or laboratory settings.
The predicted salary is between 31500 - 38500 £ per year.
Metabolon is seeking a motivated and technically curious Technical Support Specialist to join a newly created post-sales technical support team supporting customers of Metabolon’s Verus LC/MS-based metabolomics profiling kits.
The Technical Support Specialist will report to the Strategic Product Solutions Director and serve as the primary contact for customers requiring assistance with kit usage, instrument compatibility, troubleshooting, and data analysis and provide customers with a dedicated, responsive, and consistent technical support experience.
This position will work remotely while supporting European territory. Ideal candidate location will be in UK or Germany.
Responsibilities
- Serve as a first-line technical support contact for Verus Metabolomics Profiling Kit customers, including Kit Lab Partners who run Verus Kits in their own laboratories and Research Data Users who access and interpret resulting data through the Integrated Bioinformatics Platform (IBP).
- Support routine questions related to kit use, sample preparation, reagent handling, workflow stages, instrument setup, kit barcodes, manifests, QC review, and project publication.
- Triage common LC-MS, wet-lab, software, access, permissions, SSO/MFA, UI navigation, and role-based access issues using approved documentation and procedures.
- Monitor, triage, prioritize, own, and resolve support cases submitted through Salesforce Service Cloud, support email, and customer-facing webforms.
- Experience working with or analysing omics data is preferred, but not required.
- Provide clear written responses that confirm the customer issue, explain next steps, and guide customers toward resolution.
- Support Research Data Users with routine access, navigation, data analysis, visualization, and interpretation workflows in the Integrated Bioinformatics Platform.
- Use, maintain, and draft Knowledge Base articles to answer common customer questions consistently and efficiently.
- Escalate complex wet-lab, mass spectrometry, IT, software, quality, or product issues to the appropriate internal team while maintaining a professional customer experience.
- Collaborate closely with Field Application Support, IT, Software Development, R&D, Product Management, Customer Success, Sales, and Professional Services to ensure customers receive effective support and recurring issues are surfaced for improvement.
- Accurately document case status, root cause, resolution, Knowledge Base use, and escalation history in Salesforce Service Cloud.
- Help identify recurring issues, documentation gaps, software defects, workflow challenges, and opportunities to improve the support model as the Verus Kits business grows.
Qualifications
- Bachelor’s degree in Molecular Biology, Biochemistry, Analytical Chemistry, Bioinformatics, or a related discipline. Master’s degree preferred.
- 3+ years of relevant laboratory, analytical science, technical support, customer support, bioinformatics, or life sciences software experience.
- Experience with LC-MS, metabolomics, analytical chemistry, sample preparation is required.
- Experience of bioinformatics software, or scientific data analysis platforms preferred.
- Experience supporting commercial kits, assays, laboratory software, life sciences Saa S products, or customer-facing scientific applications a plus.
- Familiarity with major LC/MS platforms (e. g., Thermo Fisher, SCIEX, Agilent, Waters) and LC/MS software (e. g., Xcalibur, Mass Hunter, Analyst, Mass Lynx) preferred.
- An interest in developing deeper expertise in the integrated Bioinformatics Platform, with the opportunity over time with potential to become a specialist for customer and internal questions.
- Strong attention to detail and ability to follow SOPs, documented procedures, and escalation paths.
- Experience creating FAQs, support documentation, troubleshooting guides, or customer training materials preferred.
- Strong written communication skills, with the ability to explain technical concepts clearly and professionally.
- Comfort supporting customers remotely via email, Teams, screen sharing, and web-based tools.
- Familiarity with Salesforce Service Cloud, CRM systems, helpdesk tools, Knowledge Base workflows, or case management processes preferred.
- Demonstrated ability to learn quickly, search documentation effectively, and apply Knowledge Base content to customer questions.
- Customer-focused, calm under pressure, and able to manage multiple open cases against defined timelines.
- Curious and willing to learn across laboratory science, mass spectrometry, software, and bioinformatics.
- Pragmatic problem solver who knows when to resolve independently and when to escalate.
Technical Support Specialist in Sheffield employer: Metabolon, Inc.
Metabolon, Inc. is an excellent employer that fosters a collaborative and innovative work culture, where employees are empowered to grow and excel in their careers. With a focus on professional development and a commitment to employee well-being, you will have the opportunity to work alongside industry experts while travelling across the UK and Europe, making a meaningful impact in the field of bioanalytical solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Specialist in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Metabolon, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Metabolon, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Specialist in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Metabolon, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Metabolon, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Metabolon, Inc.!
How to prepare for a job interview at Metabolon, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
