Technical Services Representative

The Technical Services Representative (TSR) position is a technical point contact for current and potential clients typically via phone calls and/or emails. Client interactions may include: discussing testing plans for potential cases, facilitating casework intake, confirming CODIS approval prior to testing (if required), case submission consultation, and developing custom quotations for the Bode Technology lab.

The TSR is responsible for directly responding to most customer inquiries that are received by the company via phone or email with minimal managerial intervention. Service is provided via technical support, consulting, and communications to other responsible parties inside and outside of the organization.

Primary Responsibilities

The TSR is responsible for responding to client requests in a timely manner and tracking these interactions within the organization. The TSR will facilitate DNA Casework submissions to Bode for analysis and help drive overall company revenue.

• Providing technical support and general information regarding Bode services in a timely manner via phone and emails
• Maintaining accurate records of all internal and external communication via SalesForce
• Facilitating communication between clients and other Bode departments as appropriate
• Consulting on challenging forensic DNA cases including Unidentified Remains, Missing Persons, Cold Case, and Post-conviction work. Develop case strategy using innovative thinking and detailed knowledge of Bode’s service offerings.
• Following-up to inquiries to onboarding clients and accepting DNA casework.
• Developing quotations for Bode DNA analysis, testimony and discovery services.
• Tracking client communications, quotations, and submission rates through the Customer Relationship Management software (Salesforce).
• Working with clients to properly submit casework and communicate incoming work to operations staff.
• Additional responsibilities and duties:
• Collaborating with government and law enforcement agencies to identify and secure CODIS vendor agreements for custom casework.
• Regularly following-up on open casework opportunities and ensure that all information (contact information, leads, etc.) in Salesforce is regularly maintained and current.
• Assisting Technical Account Managers as needed during travel periods.
• Catch all comment? Heather, what generic statement have we used previously

Minimum Requirements

• BS, Biology or Equivalent
• 1 Years of Experience in the Forensic DNA Market (preferred)
• 1 years in a Technical Support, Account Representative or Customer Support role (preferred)
• Must be highly organized and adept at multi-tasking to juggle duties
• Excellent communicator, both in writing and in person, with exceptional interpersonal skills
• Strong analytical, critical thinking, and logical reasoning skills.
• Adept in Microsoft Office products
• Must be a challenge-oriented “self-starter”

As part of our dedication to the diversity of our workforce, Bode Technology is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion.

Job Type: Full-time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Shift:

• Day shift

Work Location: In person

Salary : $50,000 - $60,000