Customer Support Representative - India

We are looking for passionate customer support representatives to join our rapidly expanding team. You will be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader. You’ll interact, support and build strong relationships with a wide range of sales staff including account managers, field application scientists and technical support specialists. You’ll also support a broad range of customers who are engaged in ground-breaking genetics research. Your goal is to achieve high customer satisfaction scores, drive loyalty to Twist Bioscience’s products, and reinforce the quality of our brand.

What You’ll Be Doing:

• Respond to and resolve product, service and order inquiries and problems via email, chat and phone:
  • identify the cause of the problem
  • collaborate with other stakeholders to develop a solution
  • present the solution to the customer
  • follow up to ensure the customer is completely satisfied
• Process sales purchase orders by entering and validating information; resolve any errors effectively and efficiently. Some orders may require an advanced understanding of Twist’s product line.
• Provide information and guidance to help customers:
  • decide which product to buy
  • navigate and use our e‑commerce website
  • understand the status of their order
• Stay current on the status of key account orders in the production pipeline and provide proactive updates to internal stakeholders.
• Generate sales quotes for sales reps within Salesforce quote-to-cash system.
• For India position: provide guidance on Asia region import / export logistics and compliance.
• Ensure compliance with applicable QMS/ISMS standards and regulatory requirements in the execution of daily activities.

What You’ll Bring to the Team

• Bachelor’s degree, preferably in life sciences or related field.
• 2-3 years work experience in biotech industry.
• 2+ years customer-facing experience.
• Excellent verbal and written communication skills.
• Attention to detail.
• Able to multi-task, prioritize, and manage time effectively.
• Strong computer skills, familiarity with G‑Suite, preferably including Salesforce.

About Twist Bioscience

Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA.

At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.

Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.