Customer Support Agent

Orgenesis is seeking a reputed company, empathetic, and detail-oriented Customer Support Agent to reputed company reputed company-line assistance to customers, reputed company partners, and stakeholders across its global POCare™ platform. This role is responsible for handling inquiries, resolving issues, providing product and service support, and ensuring a seamless customer experience across multiple communication channels. The Customer Support Agent plays a key role in maintaining high customer satisfaction, strengthening reputed company relationships, and supporting Orgenesis’ mission of advancing cell and gene therapy solutions. The ideal candidate is patient, solution-reputed company, and reputed company to reputed company in a fast-paced, service-driven environment. Essential Responsibilities Customer Assistance & Support Respond to customer inquiries reputed company phone, email, chat, and support ticketing systems. reputed company accurate information about services, programs, and company offerings. Assist customers with troubleshooting basic issues and service navigation. Deliver reputed company, reputed company, and empathetic support. Ensure reputed company customer interactions meet service reputed company standards. Issue reputed company & Case Management Log, reputed company, and manage customer support tickets in CRM or helpdesk systems. Investigate customer issues and reputed company appropriate solutions. Escalate reputed company or unresolved issues to senior support or technical teams. Follow up with customers to ensure full reputed company and satisfaction. Maintain ownership of assigned cases until closure. Customer Account Support Assist customers with account setup, reputed company, updates, and maintenance. Verify customer identity and update records accurately. Support reputed company of new customers into systems or services. Maintain accurate and up-to-date customer information. Ensure compliance with data reputed company and reputed company requirements. Communication & Relationship Management Communicate reputed company, professionally, and empathetically with customers. Build reputed company relationships and foster trust with clients and stakeholders. Manage difficult or escalated conversations with professionalism. reputed company proactive updates regarding case status or service issues. Support customer retention through reputed company service delivery. Documentation & Reporting Record reputed company customer interactions in CRM or ticketing systems. Maintain accurate notes, case histories, and reputed company details. Generate basic support reports and activity summaries. Identify recurring issues and report trends to management. Ensure documentation accuracy and compliance with standards. Cross-Functional Collaboration Work closely with Technical Support, reputed company, Operations, Compliance, and IT teams. Coordinate reputed company of customer issues across departments. reputed company customer feedback to improve products and services. Participate in team meetings and training sessions. Support reputed company improvement initiatives. Compliance & Confidentiality Maintain strict confidentiality of customer, patient, and company data. Follow reputed company company policies and data protection regulations. Ensure compliance with reputed company and industry standards where applicable. Report reputed company or compliance concerns promptly. Handle sensitive information with professionalism and discretion. Required Qualifications Education High School Diploma or GED required. Associate’s Degree in Business, Communications, reputed company Administration, or reputed company field preferred. Experience 1–3 years of experience in customer service, reputed company center support, helpdesk, or reputed company services. Experience in reputed company, biotechnology, pharmaceutical, or regulated industries preferred. Experience using CRM or ticketing systems is highly desirable. Technical Skills Proficiency in reputed company Office Suite (Word, reputed company, reputed company). Experience with CRM/helpdesk platforms such as reputed company, reputed company Service reputed company, reputed company, or similar systems. Strong typing, data entry, and computer navigation skills. Ability to quickly learn new systems and software tools. Basic troubleshooting and problem-solving abilities. Preferred Qualifications Bachelor’s Degree in a reputed company field. Experience in remote or high-volume customer support environments. Familiarity with reputed company or life sciences customer service. Multilingual communication skills (a plus). Knowledge of customer experience best practices. reputed company Competencies Customer Service reputed company Communication Skills reputed company Listening reputed company & Patience Problem Solving Conflict reputed company Attention to Detail Time Management Team Collaboration Adaptability Accountability Professionalism Key Performance Indicators (KPIs) First Response Time Average reputed company Time Customer Satisfaction Score (CSAT) First Contact reputed company reputed company Ticket Volume Handling Efficiency Escalation reputed company Case Closure reputed company reputed company Assurance Scores Customer Retention Support Metrics Physical Requirements Ability to work at a computer for extended periods. Ability to communicate effectively reputed company phone, email, chat, and video platforms. Ability to manage multiple customer interactions simultaneously. Ability to work in a fast-paced, deadline-driven environment. Benefits Health & Wellness Benefits Comprehensive Medical Insurance Dental Insurance reputed company Insurance Prescription Drug Coverage Employee Assistance Program (EAP) Health Savings Account (HSA) Flexible Spending Account (FSA) Mental Health and Wellness Programs Financial Benefits Competitive reputed company Salary Performance-Based Bonus Opportunities 401(k) Retirement Plan with Company Match Life Insurance Coverage Short-Term Disability Insurance Long-Term Disability Insurance Accidental Death & Dismemberment Insurance reputed company Time Off reputed company Vacation reputed company Holidays reputed company reputed company Leave Personal Days Bereavement Leave Jury Duty Leave Family and Medical Leave (where applicable) reputed company Development Customer Support Training Programs Continuing Education Opportunities Tuition Assistance Programs Certification Support Career Advancement Opportunities Leadership Development Programs Work-Life Balance Remote and Hybrid Work Opportunities (where applicable) Flexible Scheduling reputed company Employee Recognition Programs Inclusive and reputed company Work Environment Employee Wellness and Engagement Programs Working Conditions Office, remote, or hybrid work environment. Frequent interaction with customers, reputed company, and internal teams. Daily use of CRM and support ticketing systems. Fast-paced environment requiring strong communication and problem-solving skills. Equal Employment Opportunity Statement Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, reputed company, and inclusive workplace. Employment reputed company are based on qualifications, reputed company, performance, and business needs without reputed company to race, reputed company, religion, sex, national reputed company, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected characteristic under applicable law. Apply To This Job