Customer Support Representative - India
Twist Bioscience · APAC
- Hybrid
- Full-time
- $60,000 / year
- APAC
This role may have been filled. Drop your résumé and we'll check if it's still open — or find you similar roles.
Job highlights
- Provide expert customer support in biotech.
- Process orders and generate sales quotes.
- Assist customers with product selection and website navigation.
- Liaise with sales and technical teams.
- Ensure compliance with QMS/ISMS standards.
About the role
Customer Support Representative
We are looking for passionate customer support representatives to join our rapidly expanding team. You will be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader. You’ll interact, support and build strong relationships with a wide range of sales staff including account managers, field application scientists and technical support specialists. You’ll also support a broad range of customers who are engaged in ground-breaking genetics research. Your goal is to achieve high customer satisfaction scores, drive loyalty to Twist Bioscience’s products, and reinforce the quality of our brand.
What You’ll Be Doing:
- Respond to and resolve product, service and order inquiries and problems via email, chat and phone by: identifying the cause of the problem, collaborating with other stakeholders to develop a solution, presenting the solution to the customer, and following up to ensure the customer is completely satisfied.
- Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff. Resolve any errors effectively and efficiently. Some orders require an advanced understanding of Twist’s product line to process.
- Provide information and guidance to help customers: decide which product to buy, navigate and use our ecommerce website, and understand the status of their order.
- Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders.
- Generate sales quotes for sales reps within Salesforce quote to cash system.
- For India position: In addition to responsibilities listed above, provide guidance on Asia region import / export logistics and compliance.
- Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures.
What You’ll Bring To The Team:
- Bachelor’s degree, preferably in life sciences or related field.
- 2-3 years work experience in biotech industry.
- 2+ years customer-facing experience.
- Excellent verbal and written communication skills.
- Attention to detail.
- Able to multi-task, prioritize, and manage time effectively.
- Strong computer skills, familiarity with G-Suite, preferably including Salesforce.
About Twist Bioscience:
Twist Bioscience synthesizes genes from scratch, known as “writing” DNA. Just as children learn to both read and write, the next phase of development for the genomics revolution is the ability to write DNA. At Twist Bioscience, we work in service of people who are changing the world for the better. In fields such as health care, agriculture, industrial chemicals and data storage, our unique silicon-based DNA Synthesis Platform provides precision at a scale that is otherwise unavailable to our customers.
Twist Bioscience Corporation is an Equal Opportunity Employer. Twist Bioscience Corporation provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic characteristics, or any other category protected by law.
Key skills/competency:
- Customer Support
- Biotechnology
- Salesforce
- G-Suite
- Communication Skills
- Problem Solving
- Order Processing
- Import/Export Logistics
- QMS
- ISMS
Skills & topics
- Customer Support
- Biotechnology
- Customer Service
- Sales Support
- Order Processing
- Salesforce
- G-Suite
- Genetics Research
- DNA Synthesis
- QMS
How to get hired
- Tailor your resume: Highlight biotech experience and customer-facing roles.
- Showcase technical skills: Emphasize Salesforce and G-Suite proficiency.
- Demonstrate communication: Provide examples of excellent verbal/written skills.
- Address logistics: For India, mention import/export knowledge.
- Understand QMS/ISMS: Show awareness of quality standards.
Technical preparation
Behavioral questions
Frequently asked questions
- What is the primary role of a Customer Support Representative at Twist Bioscience?
- The primary role is to deliver exceptional customer support, resolve product and order inquiries, process sales orders, and provide guidance to customers regarding products and services. You will also be responsible for generating sales quotes and assisting with Asia region import/export logistics for the India position.
- What educational background is preferred for this Customer Support Representative role?
- A Bachelor's degree is preferred, particularly in life sciences or a related field, to better understand the biotech industry and products.
- What specific technical skills are important for a Customer Support Representative at Twist Bioscience?
- Strong computer skills are essential, with familiarity in G-Suite. Experience with Salesforce, especially its quote-to-cash system, is highly preferred.
- How does Twist Bioscience approach customer service in the biotech industry?
- Twist Bioscience aims for concierge-level, white glove support, differentiating themselves as a leader by building strong relationships with customers and sales staff, and ensuring high customer satisfaction and brand loyalty.
- What does 'writing DNA' mean in the context of Twist Bioscience?
- 'Writing DNA' refers to Twist Bioscience's core technology of synthesizing genes from scratch using their silicon-based DNA Synthesis Platform, enabling customers in various fields like healthcare and agriculture to advance their research and development.
- Are there specific responsibilities for the Customer Support Representative role in India?
- Yes, for the India position, in addition to the general responsibilities, the representative will provide guidance on Asia region import/export logistics and compliance.
- What is the importance of QMS/ISMS in this role?
- Every Twist employee is responsible for complying with applicable Quality Management System (QMS) and Information Security Management System (ISMS) standards. This ensures that products and services meet regulatory and customer requirements, and adhere to established policies and procedures.
- What kind of customer base does Twist Bioscience serve?
- Twist Bioscience serves a broad range of customers engaged in ground-breaking genetics research across fields such as healthcare, agriculture, industrial chemicals, and data storage.