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Senior SaaS Customer Support Specialist

Company: Xybion Corporation
Location: Princeton
Posted on: January 15, 2022

Job Description:

About Us

Xybion is a leading software, services, and consulting company dedicated to helping corporations solve business problems. Through intelligently designed systems and business processes, we help companies become more efficient, reduce costs and manage compliance, regulatory adherence and risk. Serving more than 150 customers in 16 countries, Xybion has the global scale and expertise to bring employees around the world together to manage complex business processes and improve program administration.

Our unique solutions focus on integrated preclinical lab management, early-stage drug discovery, employee health & safety, quality management, regulatory compliance, GLP, content migration and systems validation. Since its founding in 1977, Xybion Corporation has supported, through software, services and consulting, 100% of the top 20 global life sciences companies.

Senior Customer Support Specialist

We are growing rapidly, currently searching for a number of key resources, including a Senior Customer Support Specialist with solid experience in the SaaS industry.


You'll work remotely, collaborating with colleagues across North America and India, and supporting customers around the world.

Key Responsibilities:
Take ownership of customer questions, complaints and issues, providing optimal solutions and/or alternatives within established time limits; follow up to ensure issue resolution and customer satisfaction.
Build and maintain strong relationships with clients by through prompt, accurate and personalized service.
Train, mentor and guide junior support colleagues, and assist the leadership team with staff development and performance management.
Provide senior-level support expertise on particularly challenging cases.
Communicate and coordinate with other departments to resolve issues.
Escalate and follow-up on unresolved issues according to established procedures.
Monitor and report support metrics.
Conduct software demos and training.
Install and configure software.
Maintain accurate records of customer interactions, transactions and comments, process customer accounts and file documents.
Develop and maintain deep and accurate knowledge of our products.
Providing feedback on the efficiency of the customer service process.

Key Qualifications:
College or university degree.
2+ years of experience in SaaS customer support.
Prior work experience in FDA-regulated environment is an asset.
Understanding of FDA GMP/QSR regulations and associated requirements for electronic records and Good Documentation Practices is an asset.
Knowledge of, or exposure to software programming is an asset.
Skilled in the development of support documentation and materials using Microsoft Office applications.
Strong technical aptitude; a natural problem-solver, able to quickly grasp complex technical issues and communicate fluently with technical teams.
Excellent written and verbal communication skills, with the ability to present complex technical information in a clear and concise manner.
Outstanding client service orientation - positive, empathetic and professional; driven to go the extra mile.
Process- and detail-oriented.
A skilled and conscientious trainer.
Collaborative, constructive and supportive - a true team player.


We offer highly competitive compensation, including a performance-linked bonus, along with a comprehensive benefits package.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. For more information about Xybion, please visit

Xybion is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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Keywords: Xybion Corporation, Trenton , Senior SaaS Customer Support Specialist, Other , Princeton, New Jersey

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