Customer and Technical Support Specialist, SynBio, EMEA

The Customer and Technical Support Specialist, SynBio, interfaces with and supports internal and external customers managing the process of order fulfillment and service operations. In the role, the individual builds strong relationships with customers and serves as a coordinator between customers and cross-functional groups across the company. The position will specifically support Twist’s current product lines consisting of synthetic genes, oligo pools, and DNA libraries and will focus on in depth technical details of orders. The goal is to achieve high customer satisfaction scores, drive loyalty, and reinforce the quality of the Twist brand.

What You’ll Be Doing:

• Assists customers designing their projects to match Twist’s complexity criteria and intaken through Twist’s eCommerce platform.
• Works to resolve technical or product problems through:
• identifying the cause of the problem during sequence submission or production
• collaborating with the broader team as necessary to create and present solutions to the customer
• following up to ensure satisfactory resolution
• Collaborates with internal and commercial teams to drive on time fulfillment of orders and resolution of issues to meet or exceed customer expectations.
• Establishes personal relations and serves as POC for defined customers/orders in close cooperation with the field team
• Maintains up to date knowledge of projects currently in the operations queue and provides updates to stakeholders on progress as necessary.
• Handles product and order inquiries via email and chat with internal and external customers to provide direction or solution.
• Provides information to assist customers in making a decision about which product to buy and how to set-up the sequences
• Works on internal projects to improve efficiency and processes
• Will be able to independently address questions and tasks related to the start-to-end ordering process
• Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures
• All other duties as assigned

What You’ll Bring to the Team:

• Minimum of B.S. in life science, biochemistry or molecular biology.
• Strong experience in DNA handling, cloning and gene synthesis
• 5 + years of customer support in a Life Science Service Organization experience with strong focus on DNA. Knowledge in NGS is a plus.
• Must be able to communicate effectively in writing and verbally in English (German or French a plus) with a wide variety of people and have strong interpersonal skills.
• Demonstrated ability to solve problems and work effectively in a team environment.
• Excellent computer skills using Microsoft Office and G-Suite; experience with Salesforce and Enterprise Resource Planning software a plus.