Product Experience Specialist (Remote - US)

This position is posted by Jobgether on behalf of ATCC. We are currently looking for a Product Experience Specialist in the United States.

We are seeking a Product Experience Specialist to provide expert technical support and ensure an exceptional customer experience for users of advanced biological products. This role involves handling inquiries via phone, email, and live chat, troubleshooting product-related issues, and escalating complex problems when necessary. You will collaborate closely with internal teams, document solutions, and identify trends to support product improvement. This position is ideal for someone with a scientific background, strong investigative skills, and a passion for helping customers solve challenging problems. Working remotely, you will contribute to a global mission supporting the scientific community.

Accountabilities:

• Serve as the first point of contact for technical product inquiries, providing prompt and accurate support via phone, email, and live chat.
• Troubleshoot product-related issues, assess problems, and escalate complex cases to senior management as needed.
• Provide guidance on product selection, usage, and applications, referencing manuals, transcripts, and internal knowledge bases.
• Maintain accurate customer records and document trends, issues, and solutions in tracking systems for ongoing product development.
• Collaborate with internal teams to support continuous improvement of product experience and customer satisfaction.
• Occasionally participate in site visits to review processes and enhance customer support strategies.

• Bachelor’s degree in Biology, Cell Biology, Microbiology, or related scientific field, with 2–5 years of laboratory or customer support experience.
• Strong technical and investigative skills, capable of assessing and resolving complex issues efficiently.
• Excellent customer service skills with experience managing inquiries via multiple communication channels.
• Ability to train colleagues in both scientific and customer support best practices.
• Proficient with PC desktop environments, including Microsoft Office and database applications.
• Exceptional written and verbal communication skills, strong attention to detail, and organizational abilities.
• Ability to work independently as well as collaboratively within a team.
• High sense of urgency and strong judgment in troubleshooting and problem-solving situations.

• Competitive annual salary: $55,000 – $65,000, with potential merit increases and corporate bonus eligibility.
• Comprehensive medical coverage, plus company-paid Life, Disability, and AD&D Insurance.
• Paid holidays and PTO, supporting work-life balance.
• Fitness and cell phone subsidies, pet insurance, legal services, and access to an Employee Assistance Program with 24/7 counseling.
• Retirement plans: 401(a) with 6% employer contribution and 403(b) with 2% match.
• Opportunities for professional growth, recognition, and advancement.
• Mission-driven work supporting global life science research and community initiatives.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.
🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
📊 It compares your profile to the job’s core requirements and past success factors to determine your match score.
🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.
🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

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