Customer Support Technician

About the role

The Customer Support Technician joins the Service Centre team to receive, process and manage client samples for laboratory analysis. You will work closely with internal labs, business development and external couriers to ensure timely, accurate sample handling and exceptional client service.

Key responsibilities

• Greet clients, receive samples and complete Chain of Custody documentation.
• Unpack, label and store samples according to analytical requirements and regulatory criteria.
• Enter sample data into the LIMS system, monitor holding times and coordinate rush submissions.
• Coordinate with courier services, prepare bottle orders and maintain inventory of supplies.
• Conduct temperature checks of fridges and equipment, and perform monthly health‑and‑safety inspections.
• Escalate routine and non‑routine issues to the Supervisor and support other departments as needed.

Required profile

• Effective oral and written communication with internal teams and external clients.
• Organized, detail‑oriented and able to work independently in a fast‑paced environment.
• Physical ability to lift up to 50 lb and stand for long periods.

Required skills

• Proficiency with Microsoft Word, Excel, Outlook and Teams.
• Experience using LIMS for sample entry and tracking.
• Knowledge of temperature monitoring equipment and calibration.
• Certification in Transport of Dangerous Goods regulations.