Orgenesis is seeking a professional, customer-focused, and highly responsive Live Chat Support Agent to deliver exceptional real-time support to customers, healthcare partners, research organizations, and business stakeholders. The Live Chat Support Agent serves as the front line of customer communication, providing prompt assistance through live chat platforms while supporting Orgenesis' mission of advancing cell and gene therapy solutions through its global POCare™ platform.

The ideal candidate is an excellent written communicator with strong multitasking abilities, problem-solving skills, and a passion for creating positive customer experiences in a fast-paced biotechnology and healthcare environment.

Essential Responsibilities

Live Chat Customer Support

• Respond to customer inquiries through live chat platforms in a professional and timely manner.
• Provide accurate information regarding company services, programs, products, and support resources.
• Deliver high-quality customer service while maintaining a positive and professional tone.
• Manage multiple chat conversations simultaneously while maintaining service quality.
• Ensure all customer interactions are handled efficiently and courteously.

Customer Assistance & Problem Resolution

• Investigate customer concerns and identify appropriate solutions.
• Troubleshoot customer issues and provide step-by-step guidance when necessary.
• Resolve routine inquiries independently and escalate complex issues appropriately.
• Follow established procedures for issue resolution and customer support.
• Monitor open cases and ensure timely follow-up with customers.

Communication Management

• Maintain clear, concise, and professional written communication.
• Communicate effectively with customers, healthcare partners, vendors, and internal departments.
• Provide customers with updates regarding support requests and issue status.
• Ensure consistency in messaging and customer service standards.

Customer Account Support

• Assist customers with account access, profile updates, and account-related inquiries.
• Verify customer information and documentation as required.
• Process customer requests in accordance with company policies and procedures.
• Support customer onboarding and account setup activities.
• Maintain accurate customer records within company systems.

Documentation & Ticket Management

• Create and update support tickets for customer inquiries and issues.
• Document all customer interactions accurately and thoroughly.
• Maintain detailed records of troubleshooting steps and resolutions.
• Update knowledge base articles and support documentation as needed.
• Ensure ticketing systems remain accurate and current.

Cross-Functional Collaboration

• Work closely with Operations, Information Technology, Clinical Operations, Finance, Research, and Business Development teams.
• Escalate technical or specialized issues to appropriate departments.
• Participate in customer experience improvement initiatives.
• Support implementation of customer service best practices and process improvements.

Quality Assurance & Compliance

• Follow company policies, procedures, and customer support standards.
• Maintain confidentiality of customer and company information.
• Ensure compliance with applicable privacy, healthcare, and regulatory requirements.
• Participate in quality monitoring and coaching programs.
• Consistently meet customer service and performance standards.

Reporting & Performance Tracking

• Monitor individual performance metrics and service goals.
• Assist with reporting customer feedback and recurring issues.
• Identify opportunities to improve customer satisfaction and operational efficiency.
• Support continuous improvement initiatives within the customer support department.

Required Qualifications

Education

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

Experience

• Minimum of 1–3 years of customer service, live chat support, call center, customer success, or technical support experience.
• Experience managing multiple customer interactions simultaneously.
• Experience working in healthcare, biotechnology, pharmaceutical, life sciences, or related industries is preferred.

Technical Skills

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Experience with live chat software, CRM platforms, and ticketing systems.
• Strong typing and written communication skills.
• Experience using customer support software and knowledge management tools.
• Ability to quickly learn new systems and technologies.

Preferred Qualifications

• Bachelor's Degree in a related field.
• Experience supporting healthcare providers, laboratories, research institutions, or biotechnology organizations.
• Knowledge of customer success and customer experience best practices.
• Experience working in highly regulated industries.
• Familiarity with remote support technologies and virtual customer service environments.

Core Competencies

• Customer Service Excellence
• Written Communication Skills
• Active Listening
• Problem Solving
• Attention to Detail
• Multitasking
• Time Management
• Professionalism
• Adaptability
• Teamwork and Collaboration
• Empathy and Relationship Building
• Accountability

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Contact Resolution Rate
• Average Response Time
• Average Handle Time
• Chat Quality Scores
• Ticket Resolution Rate
• Customer Retention and Satisfaction
• Productivity Metrics
• Compliance with Service Level Agreements (SLAs)

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to type efficiently and accurately.
• Ability to manage multiple live chat conversations simultaneously.
• Ability to maintain focus in a fast-paced customer service environment.
• Ability to communicate effectively through written channels.

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
• Accidental Death & Dismemberment Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance

Paid Time Off

• Paid Vacation
• Paid Holidays
• Paid Sick Leave
• Personal Days
• Bereavement Leave
• Jury Duty Leave

Professional Development

• Training and Development Programs
• Customer Service Certification Opportunities
• Tuition Assistance Programs
• Leadership Development Initiatives
• Career Advancement Opportunities

Work-Life Balance

• Flexible Scheduling Options
• Remote and Hybrid Work Opportunities
• Employee Recognition Programs
• Collaborative and Inclusive Work Environment
• Employee Wellness Initiatives

Working Conditions

• Fast-paced customer support environment.
• Continuous interaction with customers through live chat systems.
• Frequent collaboration with internal departments and external stakeholders.
• Occasional participation in team meetings, training sessions, and company events.

Equal Employment Opportunity Statement

Orgenesis is committed to fostering a diverse and inclusive workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other characteristic protected by applicable law.