Facebook pixel

Customer Support Analyst
Posted on 5/6/2022
Austin, TX, USA
Experience Level
Desired Skills
Data Analysis
  • Experience in a customer-facing technical support role
  • Proven ability to multi-task (since you could be managing one or more customer escalations!)
  • Passion for helping customers and drive to make sure they have a great experience with our product and team
  • Excellent communication skills and ability to tailor complex technical conversations to both technical and non-technical audiences
  • Ability to creatively develop interesting and helpful solutions to the wide range of problems that Mode's customers are trying to solve
  • Basic knowledge of SQL and Javascript
  • Must be comfortable working an 8-hour shift between 7am your local time and 6pm Pacific Time
  • Must be comfortable working weekends (with weekly days off) or providing “on-call” coverage to customers (Rotating shifts)
  • Bonus: Experience working in the data and analytics space, especially in a technical support environment
  • Alignment withMode's values
  • Become a Mode expert and provide Level 1 Support for Mode's customers via Phone, Chat & Email
  • Become a key contributor to in understanding customer requirements and submitting Product Feature requests
  • Investigate and report critical bugs to Engineering and own customer communication and drive bug resolution
  • Contribute to Mode Help Site documentation and the knowledge base
  • Partner with Engineering and Product in contributing to strategic initiatives focused on customer experience and product improvement
  • Provide support to Internal mode employees by answering product/troubleshooting related questions via Slack and Email
  • Occasionally (less than 5%) visit customers to consult on challenging technical issues and projects with Mode

51-200 employees

Company Overview
Moderna Therapeutics specializes in drug discovery and drug development based on messenger RNA.
  • Flexible Time - You know what makes you the most productive. We offer unlimited PTO and the ability to work with your manager to build a schedule that makes sense for you and your family.
  • Professional Development - We invest in our team's growth by earmarking funds for each employee's continued education, which you can use as you see fit.
  • Office Life - We strive to make the Mode office a place where everyone is comfortable by providing a variety of working spaces with different volumes and levels of light. We also build community through daily catered lunches and a kitchen that's fully stocked with snacks and beverages.
  • Medical, Dental, and Vision Insurance - We cover all premiums for employees, dependents, domestic partners, and spouses on a variety of healthcare plans.
Company Values
  • We don't work alone
  • A balanced responsibility
  • Fight our own biases
  • Honest words, kindly delivered