Customer Support Specialist

Job Title: Customer Support Specialist

Location: Remote - Ideally in Western or Central US - AZ, CA, CO, OR, WA, MI, MN, ID, IL, NV, TX

Company: Premier Biotech, LLC

Department: Customer Support

Reports To: Customer Support Mgr and VP of Customer Success

About Us:

Premier Biotech is a leading manufacturer of rapid drug testing diagnostic devices. At Premier Biotech, we're on a mission to advance toxicology through cutting-edge technologies and exceptional service. Our diverse customer base includes direct users, TPAs, distributors, and government agencies—each with unique needs. We empower our Customer Support Specialists to become experts in our products, technologies, and customer relationships. If you're passionate about solving problems, building trust, and thriving in a fast-paced environment, we'd love to meet you.

Position Overview:

As a Customer Support Specialist, you'll be the first point of contact for customers troubleshooting our toxicology products and technology platforms. You'll build rapport with customers, offer timely and empathetic support, and help shape processes to improve the overall customer experience. You'll also play a key role in understanding the nuances of our customer channels and ensuring the right internal teams are looped in when needed.

Key Responsibilities:

• Troubleshoot and resolve technical and product-related issues with urgency and accuracy.
• Assist with common support tasks like password resets and user access management.
• Proactively build strong relationships with customers by demonstrating empathy, professionalism, and active listening.
• Understand and support our varied customer channels: direct users, TPAs/distributors, and government agencies.
• Act as a product expert, learning the differences across our platforms and guiding users through them confidently.
• Ask clarifying questions to uncover the root cause of issues—never assume.
• Know when to escalate complex issues and what teams to involve ensuring a smooth resolution.
• Help define support processes and provide feedback to improve team efficiency and customer experience.
• Staying cool under pressure in a fast-paced, high-volume environment—multitasking is second nature to you.
• Collaborate cross-functionally and champion teamwork in every customer interaction.

Who You Are:

• Empathetic & Personable – You genuinely care about customers and know how to build trust.
• Emotionally Intelligent – You read the room, respond with empathy, and stay composed.
• Detail-Oriented & Curious – You love digging into problems and uncovering root causes.
• Process-Minded – You see opportunities to make things smoother, faster, and more efficient.
• Tech-Savvy – You quickly learn new platforms and understand how they interact.
• Collaborative – You know when to loop in Product, Engineering, Sales, or Compliance—and how to keep everyone aligned.
• Resilient – Fast-paced environments energize you, and you don't get overwhelmed easily.

Qualifications:

• 2+ years of experience in a customer support or client-facing role (ideally in healthcare, biotech, or diagnostics).
• Experience with support tools like FreshDesk, Zendesk, Salesforce, or similar platforms.
• Comfortable navigating and learning multiple tech platforms and products.
• Strong written and verbal communication skills.
• Proven ability to multitask and manage competing priorities.

Why Join Us:

• Be part of a mission-driven company improving health and safety through toxicology.
• Work with a supportive, tight-knit team that values curiosity and collaboration.
• Make a real impact by shaping how we support our diverse customer base.
• Career development and professional growth opportunities.

Job Type: Full-time

Pay: $ $31.45 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Remote