Product Support Analyst

$73,170 - $89,430/Yr

Benchling - Boston, MA

Full-time - Entry Level

Boston, MA

Professional, Scientific, and Technical Services

About the position

The Product Support Analyst at Benchling plays a crucial role in supporting customers and internal teams by addressing product inquiries, troubleshooting issues, and updating knowledge articles. This position involves collaboration with various internal teams, conducting customer training, and leading support projects to enhance the overall customer experience. The analyst will be the first point of contact for product-related questions and will leverage their understanding of Benchling's products and the life sciences field to provide effective solutions.

Responsibilities

• Be the first line contact to answer product questions and resolve issues for all customers (Enterprise, Premier, Standard).
• Become a Benchling product expert to assist users through troubleshooting customer support tickets and creating/updating knowledge articles.
• Collaborate with internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services) to coordinate on customer issues until resolution.
• Document continuously changing product knowledge in internal help articles.
• Occasionally deliver in-person or virtual trainings for customers and marketing events (Benchling Bootcamps, Benchtalk, etc).
• Lead internal Support projects to continuously improve Support processes and elevate the customer Support experience.

Requirements

• BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, or similar life science field required.
• Some experience in a lab or research setting to empathize with scientists and understand complicated scientific concepts.
• Some experience working in software/technology/data modeling or analysis; technical experience such as SQL, API integration, Python is a plus.
• Some experience in a customer-focused role (job or internship); support experience is a plus.
• Strong communication skills, both verbal and written, to evaluate customer questions and provide impactful solutions.
• Strong organization and time management skills to balance competing requests effectively.
• Empathy and diplomacy to prioritize customer needs and provide appropriate solutions.
• Autonomous and proactive with a self-starter approach in a rapidly changing environment.
• Curious, creative, and tenacious, advocating for customers and solving their problems.

Nice-to-haves

• Technical experience such as SQL, API integration, Python.

Benefits

• Competitive salary and equity
• Broad range of medical, dental, and vision plans for employees and their dependents
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
• Mental health benefits, including therapy and coaching, for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Company-wide Summer & Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries