Customer Support Associate

🕒 May 18

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $25 - $35 / hour

⏰ Full Time

🟡 Mid-level

💝 Customer Support

👻 Ghost score 42%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 176 days.
• Jobs at this company usually fill in 47 days.
• Reposted once.

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Dotmatics

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Dotmatics is an AI-powered scientific intelligence platform that specializes in data management and workflow automation specifically for multimodal scientific discovery. It facilitates adaptive lab workflows, enhances collaboration across various scientific disciplines, and integrates advanced predictive analytics to accelerate research and development. With a suite of products, including solutions for bioinformatics, cheminformatics, and flow cytometry, Dotmatics supports researchers in making informed decisions, streamlining operations, and driving innovation in drug discovery and materials science.

📋 Description

• Own resolution of incoming and escalated support cases, including product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and issues requiring deeper investigation or judgment • Partner with Sales on compliance, quoting, and order processing for key accounts • Work across multiple software products and support platforms • Collaborate with Finance, DevOps, Product, and Quality Assurance to resolve technical and account-level issues • Write clear responses to complex customer situations and determine resolution paths • Lead projects related to payment collections, customer intelligence, account data hygiene, and content campaigns • Track and manage customer account and engagement health, with CSAT as a primary success measure • Maintain high-quality customer engagement against monthly and quarterly targets • Surface customer feedback and product gaps to influence roadmap priorities • Partner with QA on feature testing, bug reproduction, and cross-team communication • Identify and close gaps in support, training, and knowledge-base content • Work a fixed shift with agreed-upon hours in a helpdesk-type environment supporting global customers and SLAs

🎯 Requirements

• 5+ years of customer support, customer success, or account management experience in a software environment • Hands-on experience with Zendesk or a comparable support/ticketing platform • Demonstrated ability to manage customer cases end-to-end with clear written communication throughout • Background in sales support, account management, or customer success with a track record of building lasting customer relationships • Experience supporting technical or scientific software products, or ability to get up to speed quickly on product and feature use cases • A remote work track record showing reliable availability, proactive communication, and ability to stay aligned and engaged with customers and distributed teammates in a helpdesk environment without close management • Fast learner who takes initiative, communicates clearly, and works well in a remote team environment • Comfortable with change and able to establish process rather than just follow it

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