Orgenesis is seeking a responsive, empathetic, and detail-oriented Customer Support Agent to provide front-line assistance to customers, healthcare partners, and stakeholders across its global POCare™ platform. This role is responsible for handling inquiries, resolving issues, providing product and service support, and ensuring a seamless customer experience across multiple communication channels.

The Customer Support Agent plays a key role in maintaining high customer satisfaction, strengthening client relationships, and supporting Orgenesis’ mission of advancing cell and gene therapy solutions. The ideal candidate is patient, solution-focused, and able to thrive in a fast-paced, service-driven environment.

Essential Responsibilities

Customer Assistance & Support

• Respond to customer inquiries via phone, email, chat, and support ticketing systems.
• Provide accurate information about services, programs, and company offerings.
• Assist customers with troubleshooting basic issues and service navigation.
• Deliver timely, professional, and empathetic support.
• Ensure all customer interactions meet service quality standards.

Issue Resolution & Case Management

• Log, track, and manage customer support tickets in CRM or helpdesk systems.
• Investigate customer issues and provide appropriate solutions.
• Escalate complex or unresolved issues to senior support or technical teams.
• Follow up with customers to ensure full resolution and satisfaction.
• Maintain ownership of assigned cases until closure.

Customer Account Support

• Assist customers with account setup, access, updates, and maintenance.
• Verify customer identity and update records accurately.
• Support onboarding of new customers into systems or services.
• Maintain accurate and up-to-date customer information.
• Ensure compliance with data privacy and security requirements.

Communication & Relationship Management

• Communicate clearly, professionally, and empathetically with customers.
• Build positive relationships and foster trust with clients and stakeholders.
• Manage difficult or escalated conversations with professionalism.
• Provide proactive updates regarding case status or service issues.
• Support customer retention through quality service delivery.

Documentation & Reporting

• Record all customer interactions in CRM or ticketing systems.
• Maintain accurate notes, case histories, and resolution details.
• Generate basic support reports and activity summaries.
• Identify recurring issues and report trends to management.
• Ensure documentation accuracy and compliance with standards.

Cross-Functional Collaboration

• Work closely with Technical Support, Customer Success, Operations, Compliance, and IT teams.
• Coordinate resolution of customer issues across departments.
• Share customer feedback to improve products and services.
• Participate in team meetings and training sessions.
• Support continuous improvement initiatives.

Compliance & Confidentiality

• Maintain strict confidentiality of customer, patient, and company data.
• Follow all company policies and data protection regulations.
• Ensure compliance with healthcare and industry standards where applicable.
• Report security or compliance concerns promptly.
• Handle sensitive information with professionalism and discretion.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate’s Degree in Business, Communications, Healthcare Administration, or related field preferred.

Experience

• 1–3 years of experience in customer service, call center support, helpdesk, or client services.
• Experience in healthcare, biotechnology, pharmaceutical, or regulated industries preferred.
• Experience using CRM or ticketing systems is highly desirable.

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Experience with CRM/helpdesk platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar systems.
• Strong typing, data entry, and computer navigation skills.
• Ability to quickly learn new systems and software tools.
• Basic troubleshooting and problem-solving abilities.

Preferred Qualifications

• Bachelor’s Degree in a related field.
• Experience in remote or high-volume customer support environments.
• Familiarity with healthcare or life sciences customer service.
• Multilingual communication skills (a plus).
• Knowledge of customer experience best practices.

Core Competencies

• Customer Service Excellence
• Communication Skills
• Active Listening
• Empathy & Patience
• Problem Solving
• Conflict Resolution
• Attention to Detail
• Time Management
• Team Collaboration
• Adaptability
• Accountability
• Professionalism

Key Performance Indicators (KPIs)

• First Response Time
• Average Resolution Time
• Customer Satisfaction Score (CSAT)
• First Contact Resolution Rate
• Ticket Volume Handling Efficiency
• Escalation Rate
• Case Closure Rate
• Quality Assurance Scores
• Customer Retention Support Metrics

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to communicate effectively via phone, email, chat, and video platforms.
• Ability to manage multiple customer interactions simultaneously.
• Ability to work in a fast-paced, deadline-driven environment.

Benefits

Health & Wellness Benefits

• Comprehensive Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Drug Coverage
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Mental Health and Wellness Programs

Financial Benefits

• Competitive Base Salary
• Performance-Based Bonus Opportunities
• 401(k) Retirement Plan with Company Match
• Life Insurance Coverage
• Short-Term Disability Insurance
• Long-Term Disability Insurance
• Accidental Death & Dismemberment Insurance

Paid Time Off

• Paid Vacation
• Paid Holidays
• Paid Sick Leave
• Personal Days
• Bereavement Leave
• Jury Duty Leave
• Family and Medical Leave (where applicable)

Professional Development

• Customer Support Training Programs
• Continuing Education Opportunities
• Tuition Assistance Programs
• Certification Support
• Career Advancement Opportunities
• Leadership Development Programs

Work-Life Balance

• Remote and Hybrid Work Opportunities (where applicable)
• Flexible Scheduling Options
• Employee Recognition Programs
• Inclusive and Collaborative Work Environment
• Employee Wellness and Engagement Programs

Working Conditions

• Office, remote, or hybrid work environment.
• Frequent interaction with customers, healthcare professionals, and internal teams.
• Daily use of CRM and support ticketing systems.
• Fast-paced environment requiring strong communication and problem-solving skills.

Equal Employment Opportunity Statement

Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are based on qualifications, merit, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected characteristic under applicable law.