Customer Support Representative, Life Sciences

Monocl’s mission is to connect all stakeholders in life sciences and healthcare through software - thereby enabling our customers to target and engage the right opinion leaders, medical experts, and customers anywhere in the world. We are guided by a strong vertical focus on life sciences and healthcare, combined with a relentless drive to address great customer challenges. We truly believe that software eats the world.
Our expansion has created the need for an energetic and motivated Customer Support Representative to join the Monocl Customer Experience Team.
Monocl, a Definitive Healthcare company, is a rapidly growing SaaS business focused on life sciences and healthcare. In this role, you will have the chance to work closely with our customers and make a difference where it truly matters. Do you have a passion for delivering service at the highest level? Then we would love to get to know you better!
Your Challenge:
As a Customer Support Representative, you will be the first point of contact for all customer questions and queries. Working closely with Customer Success, Sales, Product, and Engineering, you are responsible for rapidly answering, solving, or routing customer questions and support related requests.
Here are some things you’ll tackle:
Provide the first line of support for incoming customer questions, queries and requests
Rapidly solve or appropriately route incoming messages to the responsible teams, and track & monitor the progress of resolving them
Provide the first line of support for incoming questions from Monocl’s Customer Success & Sales team
Support our Customer Success team with customer related data analysis as well as provide assistance on various ongoing projects

What you’ll need:
You need to have a genuine passion for delivering world class service and you thrive working independently and with colleagues in smaller teams where you will be accountable for your own performance whilst always assuring the team is succeeding as well. You have a proven background of delivering phenomenal customer service in a previous role and you are willing to walk the extra mile in ensuring our customers get the best service possible.
Bachelor or Master’s degree with focus on biology, chemistry, biomedicine, biotechnology, pharmaceutical or similar educational background.
1 -2 years’ experience in a client facing role
Superior communication skills (written and verbal) with an ability to distill complex concepts for different audiences with varying levels of technical expertise
Ability to learn new concepts quickly
Strong attention to detail
Strong organizational skills and ability to follow-up on and track multiple issues/projects
Service-minded, patient and supportive personality
Sophisticated general computer skills
Additional language skills are preferred.

Who we are:


At Monocl we strongly believe in the strength of diversity and welcome applicants from all backgrounds. Here you will join an ambitious and international working environment with colleagues that push each other to the next level. You will enjoy a range of benefits and be equipped with great hardware for the job.


How do I apply?


This position will remain open as long as this ad remains on our website. We continuously look through applications. The applicants that best match our requirements will be contacted for a phone interview before a follow-up interview with the hiring manager, a case test and a final executive interview. For questions (not applications) regarding the role, feel free to contact our Talent Acquisition Manager, Arsaman Bahrami, at arsaman.bahrami@monocl.com.

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