Customer Support Agent
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Job Description
Customer Support Agent providing product information and resolving complex inquiries for Research Solutions’ AI-powered research software. Supporting researchers and intellectual property workflows through phone and remote customer care.
Responsibilities:
- Provide detailed product information to customers
- Resolve complex customer inquiries
- Ensure a seamless client experience through proactive problem-solving
- Participate in customer care activities
- Attend meetings with international staff
- Take customer calls from the US and Europe
- Report directly to the Customer Support Manager
Requirements:
- University Degree in Science (Biotechnology, Chemistry, Biology, Health Sciences) or wide experience in Customer Service in English
- Fluent in English, both written and spoken
- Experience in a customer support role preferred, preferably in a SaaS or academic environment
- Comfortable working in technical and fast-paced environments
- Ability to adapt as the product portfolio and customer base grow
- Experience with Zendesk preferred
- Able to work independently and in remote teams
- Available Monday through Friday, 12:00 PM–9:00 PM CST
- Able to participate in meetings with international staff and take calls from customers in the US and Europe
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