Coriell Life Sciences is hiring a product support specialist
July 8, 2022

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Position Title

Product Support Specialist


Company Description

Coriell Life Sciences (CLS) began as a spin-off of the storied Coriell Institute for Medical Research, a non-profit biomedical research institution dedicated to the study of the human genome since its founding in 1953.  In 2007, the Coriell Institute for Medical Research launched the Coriell Personalized Medicine Collaborative (CPMC), a research study seeking to understand the value of genetic risk and pharmacogenomics in clinical decision-making and healthcare management.  The results of the CPMC study catalyzed the origin of Coriell Life Sciences in 2013 at the threshold of the precision medicine movement.

The Power In Knowing™ How to Improve Lives Through Precision Medicine

Headquartered in the historic and innovation-centric Philadelphia Navy Yard, Coriell Life Sciences is a precision medicine company using genetic science and research to improve lives, reduce healthcare costs, and simplify decision-making for our customers throughout the United States and around the world.

CLS delivers the Power In KnowingTM by helping employers and payer organizations incorporate genetic science into their benefits plans to improve member health, gain population insights, and reduce healthcare costs.

CLS also delivers actionable interpretation and reporting informed by genetic testing, demographic data, lifestyle factors, and real-time modeling. Our approach empowers healthcare providers, pharmacists, laboratories, and participants to embrace personalized knowledge for more effective medical care.

Position Description

As Coriell Life Sciences (CLS) experiences remarkable growth, we are seeking an enterprising Product Support Specialist who can help manage and support long-term, trusting relationships with our customers.  The Product Support Specialist’s role is to help coordinate customer inquiries as well as use our systems and other workflow tools to assist with troubleshooting issues and optimizing methods to improve the overall customer experience.

Ideal Candidate Profile

Reporting to the Director of Customer Support, the Product Support Specialist is responsible for the following duties, although not limited to:

  • Support our customers to troubleshoot issues, optimize methods, and resolve technical problems
  • Investigate reported issues and preform analysis to determine the cause of the problem
  • Work with the labs to provide status updates and help with internal issue prioritization
  • Work with management and leadership teams to assist with challenging client requests or issue escalations as needed
  • Assist with new customer account set up and existing customer account management
  • Efficiently communicate feedback to all relevant departments to continuously improve our product quality
  • Help ensure that CLS services and products are adequately addressing customer and business needs and are being positioned appropriately
  • Identify and implement process improvements
  • Maintain metrics to assist in driving team success
  • Be the go-to person for all customer-facing product knowledge inquiries

Key Competencies

The ideal candidate will be a recent graduate (0-2 years experience) with a degree in biology, biochemistry, or related scientific education with work experience in customer care, sales, or product support role or similar. Experience with CRM software (e.g., Salesforce, Zoho CRM, or HubSpot) and various project management methodologies, tools, and strategies are desired. Additionally, analytical, and problem-solving skills, along with excellent verbal and written communication skills are necessary to succeed in this role.

  • Energy: Exhibits energy, a strong desire to achieve, and a high level of dedication and motivation.
  • Detail-oriented: Is a strong collaborator who is organized and can develop plans that drive results and accountability.
  • Strategic Skills: Thinks critically and problem solves.
  • Excellence: Sets high stretch standards of performance for self. Has a low tolerance for mediocrity and a high sense of responsibility.
  • Resourcefulness/Initiative: Passionately finds ways over, around, or through barriers to success. Achieves results despite lack of resources. Goes beyond the call of duty. Shows bias for action.  Is a results-oriented “doer.”
  • Customer Focus: Monitors client satisfaction (internal or external). Establishes partner relationships with clients. Visible and accessible to clients.

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