Online Support Agent

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🕒 July 20

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Gotham Biotech

WebsiteLinkedInAll Job Openings

2 - 10 employees

🧬 Biotechnology

🏥 Healthcare

Biotechnology • Healthcare

Gotham Biotech is a medical diagnostics company based in Gray, Maine that develops rapid, non‑invasive immunoassay kits. The company markets ELISA/EIA antigen detection kits for fungal infections (examples include a Histoplasma urinary antigen EIA kit and Blastomyces dermatitidis antigen tests for urine and serum), and conducts collaborative evaluations and research on its assays. Gotham Biotech focuses on laboratory diagnostic products for infectious disease detection and related research collaborations.

📋 Description

• Respond promptly and professionally to customer inquiries via live chat, email, and support ticketing systems. • Diagnose and resolve technical, billing, account access, and product-related issues in a timely manner. • Provide clear, accurate, and empathetic guidance to customers using digital platforms and tools. • Maintain detailed and organized records of all customer interactions and resolutions in the CRM system. • Escalate complex or urgent issues to the appropriate internal teams while ensuring timely follow-up. • Collaborate with product and technical teams to report recurring issues and suggest process improvements. • Adhere to service level agreements (SLAs) and performance metrics to ensure high-quality support delivery. • Contribute to knowledge base articles and internal documentation to enhance team efficiency. • Stay current with product updates, policies, and support protocols through regular training and self-study.

🎯 Requirements

• Proven experience in customer service, preferably in an online or digital support environment. • Strong written and verbal communication skills with a professional and empathetic tone. • Proficiency in using CRM platforms, ticketing systems, and common productivity tools (e.g., Google Workspace, Microsoft Office). • Ability to multitask effectively across multiple support channels while maintaining accuracy and efficiency. • Basic troubleshooting skills for common technical issues related to web platforms, login problems, and device compatibility. • High school diploma or equivalent; associate degree or relevant certification in customer service is a plus. • Reliable internet connection and a quiet, dedicated workspace suitable for remote work. • Self-motivated, detail-oriented, and committed to delivering exceptional customer experiences. • Experience with Zendesk, Freshdesk, or similar support software is highly desirable.