Viome is a wellness as a service company that applies artificial intelligence and machine learning to biological data - e.g., microbiome, transcriptome and metabolome data - to provide personalized recommendations for healthy living. We are a small, interdisciplinary and passionate team of experts in biochemistry, microbiology, medicine, artificial intelligence and machine learning.
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Viome is seeking a Customer Experience Specialist who is passionate about helping people. This position will work closely with our customer base to answer inquiries, collect feedback and continually improve the Viome user experience.
We're looking to hire team members who can hit the ground running and deliver results quickly.
We currently have full-time Customer Suppory openings in our Los Alamos, NM offices.
Respond and resolve product/services inquiries and problems. Must be able to support cross-platform applications (iOS, Android, and web), determining the cause of any reported problem, and troubleshooting issues via phone, live chat and email
Assist customers with inquiries and/or problem resolution in an empathetic, professional and composed manner and escalate to manager as appropriate
Effectively summarize calls, feedback and concerns, log all customer interactions
Work with other staff in the department to meet the departmental performance targets for efficiency, productivity and service quality
Improve support processes to increase efficiency and allow the team to maintain a high level of support as the customer base grows
Minimum of 2-3 year in a high volume customer service environment (e.g., call center)
Strong problem solving and conflict resolution skills with the ability to handle more complex issues and challenging customer service inquiries
Technical proficiency in web-based software and ability to quickly learn our customer service platform and productivity tools
Strong communication skills (including verbal and non-verbal) and active listening skills, ability to effectively communicate concepts to individuals with a wide range of experience using computers and limited scientific understanding
Cross-functional interaction across multiple departments including Translational Science and Engineering
Must be available to work occasional nights, overtime, holidays and weekends
Background in medicine, nutrition or biology a plus
Viome is 100+ person start-up offering a successful commercial product that has generated high demand. With offices in California, New Mexico, New York and Washington we are looking to hire team members capable of working in dynamic environments, who have a positive attitude and enjoy working collaboratively. If you have the skills and are excited about Viome's mission, we'd love to hear from you!
Visit our careers page for all open positions: https://www.viome.com/careers