Customer Support Associate | GraphPad

Role overview

Resolve customer support cases for scientific software, combining technical investigation with account support and customer relationship management. The role spans several products and support platforms; depending on team needs, the emphasis may shift between technical escalations and customer success. You’ll collaborate across functions while processes and systems evolve.

Responsibilities

- Own incoming and escalated cases through resolution, including troubleshooting, account setup, license changes, software installation and activation, and order-related requests. - Keep customers informed with clear written updates, especially when issues need deeper investigation or input from other teams. - Work with sales, finance, engineering operations, product, and quality teams to resolve technical and account issues. - Track customer engagement and account health, with customer satisfaction as a key measure. - Share customer feedback and product gaps with product teams, and help reproduce bugs or test new features with quality teams. - Contribute to projects that improve payment collection, account data, customer communications, support processes, and knowledge resources.

Requirements

- At least five years of customer support, customer success, or account management experience in a software environment. - Experience using a ticketing platform such as Zendesk. - Ability to manage customer cases end to end and communicate clearly in writing. - Background in sales support, account management, or customer success, with experience building lasting customer relationships. - Ability to learn technical or scientific software quickly, take initiative, and help shape processes amid change. - A reliable track record of remote work, proactive communication, and coordination with distributed teammates. - Availability to work agreed fixed hours in a helpdesk-style environment supporting customers across time zones.

Nice to have

Experience in a laboratory or with scientific fields such as analytics, statistics, chemistry, molecular biology, bioinformatics, or genomics is useful. Experience collaborating with offshore teams or in follow-the-sun support is also welcome.