Senior Technical Support Specialist

As a Senior Technical Support Specialist at Nuclera, your primary responsibilities will include providing advanced troubleshooting and technical guidance on our eProtein Discovery system. You'll handle customer inquiries about hardware, software, and application issues, collaborating closely with various internal teams to ensure effective solutions are delivered swiftly. Ensuring accurate documentation of customer interactions and contributing to knowledge base articles is also a critical aspect of your role.

To qualify for the Senior Technical Support Specialist position at Nuclera, candidates should possess a Master’s degree in Molecular Biology, Biochemistry, Biotechnology, or a related field along with a minimum of five years of experience in a technical support role. Strong troubleshooting skills, a customer-focused approach, and proficiency in CRM systems such as Salesforce are essential to thrive in this fast-paced environment.

At Nuclera, a Senior Technical Support Specialist will experience a dynamic and fast-paced environment typical of a rapidly growing biotech company. The role promises daily challenges that require adaptability and proactive problem-solving, all while working collaboratively with passionate teams focused on customer satisfaction and innovative solutions.

Yes, at Nuclera, we offer a hybrid working model for the Senior Technical Support Specialist role. You will have the flexibility of working a minimum of three days in the office, which allows for collaboration with your colleagues, while also having two days to work from home—balancing productivity with personal comfort.

Nuclera is committed to investing in the professional development of our employees, including Senior Technical Support Specialists. We offer a comprehensive benefits package, which includes opportunities for continuous learning and development, enabling you to enhance your skills and advance your career within the organization.

When addressing this question, highlight your background in technical support, especially in the biotech or life sciences fields. Discuss specific experiences troubleshooting complex issues, your familiarity with CRM systems like Salesforce, and emphasize your educational background in Molecular Biology or a related field.

Provide an example of a challenging customer interaction where you listened empathetically to their concerns, asked clarifying questions, and worked methodically to resolve their issue. Demonstrating your approach to effective communication and customer satisfaction will showcase your problem-solving capabilities.

Mention your proactive strategies for staying updated, such as attending industry conferences, engaging with academic literature, and participating in online forums or professional networks that focus on biotech applications and technical support best practices.

Share a specific example where you identified a technical issue that necessitated teamwork. Explain how you communicated with R&D or Engineering to resolve the problem and how your collaborative efforts improved the customer experience or product reliability.

Discuss your prioritization strategies and any tools you use for time management. Consider explaining how you triage issues based on severity and urgency, ensuring that critical problems are addressed without neglecting other responsibilities.

Talk about a specific initiative you undertook to enhance efficiency, such as creating a knowledge base article or developing a routine troubleshooting guide. Highlighting your initiative not only shows your problem-solving skills but also your commitment to continuous improvement.

Articulate the importance of clear and concise communication in technical support, emphasizing how effective dialogue helps in accurately diagnosing problems and ensuring customer satisfaction. Reference your personal communication philosophy and any techniques you use to tailor your approach based on customer needs.

Express your enthusiasm for Nuclera’s mission to improve human health through accessible protein technology. Discuss how the role aligns with your career goals and your desire to make an impact in the biotech industry by supporting innovative products like the eProtein Discovery system.

Reflect on the multifaceted nature of the role, such as troubleshooting complex technical issues and ensuring timely resolution for customers. Discuss how you approach these challenges with resilience and how you view them as opportunities for growth.

Detail your methods for maintaining organized and accurate records, such as using the provided CRM system effectively, recording detailed information immediately after interactions, and regularly updating documentation to reflect new learnings from each support case.