Job description for Customer Support Officer at Forte Biotech
About Forte Biotech
Forte Biotech is a biotechnology company focused on delivering rapid, on-site diagnostic solutions for aquaculture. Our flagship product enables farmers to detect shrimp diseases quickly and accurately, improving farm productivity and sustainability across Southeast Asia.
Role Overview
We are looking for a proactive and customer-oriented Customer Service & Technical Support Executive to support onboarding and provide technical assistance to our customers in Vietnam and overseas. This role requires strong communication skills, the ability to explain technical concepts clearly, and a willingness to travel when needed.
Key Responsibilities
- Customer Onboarding
- Guide new customers through product setup, usage, and best practices
- Conduct onboarding sessions (in-person and online) for farmers, distributors, and partners
- Ensure customers are confident in operating Forte Biotech products
Technical Support
- Provide timely troubleshooting and technical support via phone, messaging, and video calls
- Diagnose and resolve product-related issues, escalating when necessary
- Maintain clear documentation of customer issues and resolutions
Customer Relationship Management
- Build strong relationships with customers to ensure satisfaction and retention
- Gather customer feedback and relay insights to internal teams (R&D, Operations, Product)
- Support after-sales service and follow-ups
Field Support & Travel
- Travel within Vietnam (and occasionally overseas) to support deployments, training, and troubleshooting
- Assist with product demonstrations and pilot projects
Internal Coordination
- Work closely with operations and technical teams to ensure smooth delivery and support
- Contribute to improving SOPs, user manuals, and training materials
Requirements
- Bachelor’s degree in Biotechnology, Life Sciences, Aquaculture, or related field (preferred but not mandatory)
- 1–3 years of experience in customer service, technical support, or related roles
- Strong English communication skills (spoken and written)
- Ability to explain technical concepts in a simple, clear manner
- Willingness to travel domestically and occasionally internationally
- Strong problem-solving skills and customer-first mindset
- Comfortable working independently in a fast-paced startup environment
Preferred Qualifications
- Background in biotechnology, molecular biology, or aquaculture
- Experience supporting scientific or technical products
- Familiarity with PCR or diagnostic tools is an advantage
What We Offer
- Opportunity to work in a fast-growing biotech startup with regional impact
- Exposure to international markets and customers
- Hands-on experience with innovative diagnostic technology
- Career growth in both technical and customer-facing roles
