Customer Support Representative

Ovation - Indianapolis, IN is a scientific data company providing a cloud-based LIMS for molecular diagnostic laboratories. Beyond standard sample and workflow tracking, Ovation is addressing challenges in the critical functional areas of Relationship Support, Laboratory Operations, and Business Analytics. Using a modern infrastructure with seamless integrations of best-in-class partners and consultants, Ovation provides labs with an out-of-the box laboratory management experience that scales with each individual lab’s need.

We are growing rapidly and expanding our Indianapolis, Indiana and Cambridge, Massachusetts offices. The Customer Support Representative (CSR) is paramount to our success. They are responsible for providing effective customer support for all customers by using knowledge of company products and services. CRS’s interact with customers to provide information in response to questions, concerns and complaints by phone and Internet.

Customer Support Representative Duties and Responsibilities:

Expert communication and listening skills are a must for this position, which is often the “face” of the company to the customers. By listening effectively to find the root cause of issues, and communicating in a clear and friendly way, the CSR is able to solve the issue and provide a positive customer experience. CSRs know how to diffuse a tense situation and do everything within reason to quickly and effectively resolve the issue. Additionally, our CSRs:

  • Manage and prioritize multiple concerns simultaneously.
  • Provide the appropriate and correct information to incoming customer order status and product knowledge requests.
  • A positive attitude, even when faced with misplaced criticism or frustration.
  • The ability to learn quickly and move on from both success and failures
  • Provide timely feedback to company management regarding challenges or customer concerns.
  • Listen, document, and help resolve conflicts with customers.
  • Document the patterns and queries that may indicate a larger problem with the product or service that needs to be resolved.

Customer Support Representative Requirements and Qualifications:

  • Educated to degree level preferred but not essential
  • 2+ years of previous customer support experience.
  • Computer experience and aptitude.
  • Previous experience with SaaS platforms preferred
  • Patience in dealing with confused or irate customers.
  • Problem-solving skills, and the ability to think under pressure.
  • Commitment to continual education about the company, products and services.

Posted On: Tuesday, June 4, 2019

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