Customer Support Specialist

3 months ago
Full-time
Senior
Customer and Technical Support
Velsera

Velsera

Velsera provides AI-enhanced software and expert services for clinical genomics implementation, focusing on multimodal data analysis, IVD validation, clinical NGS reporting, and drug discovery workflows to support the advancement of precision medicine.

Pharmaceuticals
251-1K
Founded 2023

Description

  • Provide specialized support to customers in bioinformatics, precision medicine, and workflow automation, including outside office hours.
  • Resolve complex technical and functional issues related to the specialized domain or products.
  • Collaborate with internal teams to troubleshoot and resolve customer problems.
  • Document customer interactions, issues, and resolutions in the support ticketing system.
  • Create and maintain support documentation, knowledge base articles, and best practices.
  • Stay current on industry trends and emerging technologies in the specialized domain.
  • Provide guidance and assistance to other team members as needed.
  • Support continuous improvement efforts to enhance technical support processes and customer satisfaction.
  • Contribute to cross-functional projects and business-wide initiatives within the area of expertise.
  • Reduce escalations and deputize for management when needed.

Requirements

  • Bachelor's degree or higher in a relevant field such as bioinformatics, genomics, or a life sciences discipline.
  • Strong knowledge of bioinformatics, precision medicine, workflow automation, or a related technical support domain.
  • Proven experience providing technical support in a specialized domain.
  • Excellent problem-solving and troubleshooting skills.
  • Strong customer service and communication skills.
  • Ability to work independently and collaboratively in a team environment.
  • Familiarity with relevant software applications, operating systems, and networking concepts.
  • Proficiency with help desk software, CRM systems, and other technical support tools.
  • Experience contributing to cross-functional projects and business-wide initiatives.
  • Ability to communicate technical information to both technical and non-technical stakeholders.
  • Strong organizational and time management skills.
  • Ability to mentor junior team members and provide guidance.
  • Willingness to continuously learn and expand technical knowledge in the domain.

Benefits

  • Remote work flexibility.
  • Competitive salaries.
  • A full suite of industry-leading benefits, with details varying by location.
  • Open company culture that supports growth and capability development.
  • Mission-driven work focused on improving scientific and healthcare outcomes.
  • Inclusive, diverse, and supportive environment that values respect and flexibility.
  • Commitment to mental, emotional, and physical health through a people-first culture.

Interested in this position?

Apply directly on the company website

Apply Now

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