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Technical Customer Support Specialist

  • Copenhagen, Hovedstaden, Denmark

Job description

At Reshape we don’t just challenge the status quo of biotech today. Our goal is to redefine biotechnology research for the future. We believe that biology holds the key to a sustainable future. We want to provide the most innovative companies with the tools to decode nature in order to address some of humanity’s biggest challenges — from revolutionizing alternative protein production to pioneering sustainable agriculture practices.

Could you see yourself at Reshape? Read on.

You will be part of our Product Operations team

Welcome to Product Operations – where the magic of our hardware products comes to life! Nestled in the heart of Copenhagen, our team is like a well-oiled machine, managing everything from production to delivery, service, and support. Whether it's tinkering with tech or troubleshooting issues, our technicians, assemblers, and support staff are always ready to roll up their sleeves. We work closely with Product Development to ensure smooth integration of new products and updates, keeping our fingers on the pulse of uptime and delivering top-notch technical support whenever it's needed.

But it's not all work and no play here! Here in Product Operations, we embrace a culture of camaraderie and collaboration, where everyone's ideas are valued, and there's always room for a good joke or two.

The purpose of the role

Reshape Biotech is seeking a customer-focused Technical Customer Support Specialist to provide comprehensive support for our innovative lab automation technologies. In this position, you’ll play a crucial role in ensuring our customers enjoy seamless operation and connectivity. The role involves a balanced focus on network troubleshooting and general system management tasks on Linux-based systems.

This is what you will be doing:

  • Provide first-line support to customers through email, phone, and live chat, focusing on a range of technical issues, from network-related queries to general system performance and usability concerns.
  • Diagnose and address technical challenges, ensuring optimal performance of our network-connected imaging systems across various operating environments.
  • Collaborate with our technical team to escalate and resolve more complex issues, ensuring customer satisfaction through timely and effective solutions.
  • Maintain detailed records of customer interactions, documenting technical issues and solutions to enhance our support processes and knowledge base.
  • Contribute to the creation and ongoing update of troubleshooting guides and FAQs, aimed at empowering customers to resolve common issues independently.

What we value:

  • Experience in customer support, with a good balance of technical troubleshooting skills in network environments and general system management.
  • Familiarity with Linux environments, including basic configuration, monitoring, and maintenance tasks.
  • A solid understanding of basic network protocols (TCP/IP, DNS, DHCP) and the ability to guide users through connectivity issues.
  • Great communication skills, with the ability to convey technical solutions clearly and concisely to a non-technical audience.
  • A problem-solver at heart, with a patient, customer-first approach and a passion for technology.
  • A proactive learner, enthusiastic about staying current with the latest technologies and eager to apply this knowledge in a dynamic, evolving field.
  • Thriving in a trust-based environment with a lot of freedom.

What we offer:

  • A fun, informal and fast paced work environment in a fast growing organization.
  • Flexible working hours (but also expect flexibility in return).
  • An inclusive and social environment.
  • Competitive compensation.
  • Lunch, sodas, coffee and snacks in the office.
  • Weekly company training and frequent social gatherings.

Why join Reshape?

We, in Reshape, are set on reinventing how biotechnology research is being conducted. We believe that biology is the cornerstone of a sustainable future. We want to pioneer building innovative tools helping research teams everywhere to decipher the complexities of nature in order for us to tackle some of the great challenges we, as in all humans, are facing currently.

Our mission? To pioneer the future of lab automation and AI-powered analysis. This enables research teams to collaborate more effectively, automate repetitive tasks, and gives them access to more data than ever – so they can get back to doing science. This way companies can accelerate the research pace and reduce time to market.

Yes, it's an ambitious mission. Establishing a new standard in biotechnology demands a dedicated team, so we're always keen to welcome new talent. Our diverse team of passionate professionals is primarily based at our Copenhagen HQ.

We value transparency, accountability, and tight-knit collaboration, believing these principles are not just the foundation of great products but also key components of a vibrant and successful organization. Something we’ve been doing quite well up until now, if we may add.

Step into a role at Reshape Biotech, your contributions will have the potential to shape the future of biotechnology. Are you still excited about Reshape and see yourself in what’s outlined above? If yes, we’d love to hear from you.