Technical Support Scientist (Fixed Term Contract 1 Year)

Technical Support Scientist – Fixed Term Contract 1 Year – Leiden

Provide technical help and support to ensure customer success using 10x Genomics’ products.

About the Role:

As an in-house Support Scientist based in our European offices in Leiden, Netherlands, you will be at the center of innovation that builds and maintains an optimal Customer Experience. As a key member of the Support Team, you will assist in the development and continuous improvement of commercial processes to ensure that 10x Customers are supported beyond their expectations.

What you will be doing:

• Work within the Contact Center to provide direct application support (product information, troubleshooting, complaint handling) to our Customers, Distributors, and Field Applications Team
• Log, track, manage and report on Customer issues using Zendesk and Salesforce databases
• Receive and manage Support enquiries through omni-channel support platform (phone, email, chat, text)
• Work within the Escalation Process to get solutions from partners in R&D, Product Management, Manufacturing, Engineering as needed
• Participate in Support-related projects to develop and maintain databases, report on trends and quality
• Be the Voice of the Customer. Distill, quantify, and actively represent Customer feedback to internal teams. Use your “Customer Perspective” to advocate for the User Experience

Minimum Requirements:

• PhD, or equivalent, in, Biochemistry, Molecular Biology or Genetics
• Outstanding written, verbal communication, and interpersonal skills
• Fluent business level English
• Skills and experience with project management, life science tools or genomics technology
• Proficiency with MS Office and Google Suite (Mail, Calendar)

Preferred Skills and Experience:

• Customer Support experience
• Single Cell experimental experience
• Additional European language skills (French or German is strongly preferred)
• Sample Prep, cell sorting, histology, in-situ or RNA-seq experience
• Willingness to travel up to 10%
• Exposure to systems such as Salesforce, Zendesk Concur, Confluence, JIRA, Salesforce

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