Customer Support Specialist, DNA Synthesis - EMEA in London

We are looking for a passionate customer support specialist to join our rapidly expanding team. If you have a strong science background and are comfortable answering complex scientific technical support questions, this role is for you. In this role, you'll be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader.

You will interact with a broad range of customers who are engaged in ground-breaking genetics research at universities and in the private sector. You will also interact, support, and build strong relationships with a wide range of Twist Bioscience sales staff including Account Managers and Field Application Scientists. Your goal is to achieve high customer satisfaction scores, drive loyalty to our products, and reinforce the quality of our brand.

• Respond to and resolve product, service, and order inquiries and problems via email, chat, and phone by:

• identifying the cause of the problem;
• collaborating with other stakeholders to develop a solution;
• presenting the solution to the customer; and
• following up to ensure the customer is completely satisfied.

• decide which product to buy;
• navigate and use our ecommerce website; and
• understand the status of their order.

• Bachelor's or Master's degree in life sciences or related field and/or 3-4 years of work experience in biotech industry.
• 2+ years of customer-facing experience.
• Excellent verbal and written communication skills.
• Attention to detail.
• Able to multi-task, prioritize, and manage time effectively.
• Strong computer skills, familiarity with Microsoft Office Suite and/or G-Suite, preferably including Salesforce and Zendesk.

Twist Bioscience synthesizes genes from scratch, known as "writing" DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA. At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.