Product Support Specialist - Biotech

The company, who are based on a Science Park just South of Oxford, are at the cutting edge of the exciting field of synthetic biology.  They have developed their unique technology which enables them to offer solutions to the discovery, development and manufacture of cell & gene therapies.  They currently offer a range of custom services, specialising in the design of DNA, optimisation of protein and viral expression systems, and cell line development technologies.  They are going through a significant period of expansion based on the success of their services and technology, not just in the UK but also in the US where they have recently opened a new office.

As a company they have expanded rapidly to be nearly 50 staff and with the planned growth for this year will be well in excess of that very soon.  They have a very dynamic culture where good work is rewarded which could be on the spot or regular team and company events.  One of the aspects of their culture that makes them stand out is employees have the chance to progress their careers with a well defined personal development programme.  Which best shown by their preference to promote from within and examples of employees achieving promotion within a short time after joining.  Added to this they have a great collaborative culture which is reflected in the success they continue to experience.

The Opportunity:
The role of Technical Support Specialist is to be the first point of contact for new and existing customers who are interested in the unique services the company offers.  With the responsibility to provide and understand technical information to help them make their decision and place orders.  You will identify the customer’s needs so that solutions can be provided that match these in an efficient manner.  To ensure each opportunity is maximised and orders are placed with the aim that customers return for repeat orders.  In addition to the support of customers you will work with the commercial team to provide pricing, product information and availability to them to support their work.  Due to the complexity of the company’s products and services you will need to use your initiative to respond to queries by liaising with other departments and chase responses. 

This role is based in their main offices meaning you will have access to the technical and operations team to ensure you have the support to be as effective as possible in the Technical Support Specialist role. 

Desired Skills and Experience:
You will need to be educated to at least Degree level in Biological Sciences or related subject due to the technical nature of their products.  You will preferably have experience of working in a customer or technical support position where you have been in direct communication with clients and worked with a CRM.  With the ability to explain technical concepts clearly to others and their benefits to help with decision making processes.