Liquid Profiling Specialist - Customer Support

Role: Liquid Profiling Specialist - Customer Support, serving as a Subject Matter Expert (SME) for liquid profiling cases, acting as a liaison between the lab, field teams, and customer support, with a focus on process oversight, troubleshooting, and training. Responsibilities: review and triage cases per SOPs, investigate delays, monitor case workflows, conduct training (virtual and in-person), manage escalations, ensure documentation quality, and support process improvements. Requirements: high school diploma, 1-3 years in customer support, familiarity with HIPAA, PC hardware/software, Windows OS, and support environments. Preferred: 1+ years training experience, 1-3 years lab experience. High-value specifics: support for liquid profiling in a molecular diagnostics setting, involving mobile phlebotomy, specimen documentation, and case management; requires knowledge of lab workflows, quality control, and nonconformance management. Collaboration: liaises with lab, mobile phlebotomy vendors, and internal teams, reporting to Customer Support Manager. Work setup: hybrid schedule after 90 days, with periodic travel, some evening/weekend hours, and in-person training; physical ability for repetitive motions and lifting up to 30 pounds. The role emphasizes process enhancement, attention to detail, and professional communication in a regulated, biopharma environment.