Solutions Specialist, Software-Guided Animal Husbandry

Solutions Specialist, Software-Guided Animal Husbandry

In this role, you will primarily provide comprehensive support to users of the Colony + AMI animal husbandry software platform. You will also provide cross-functional and biotechnical support to address the customers' needs, including genotyping services, operations, shipping, and IT. Your primary commitment is to assist customers using the Colony + AMI software platforms with daily support inquiries received via Live Chat and ticketing systems.

You will interface regularly with the Sales leadership team at our partnered company. In addition, you will interface regularly with the Colony + AMI Implementation team and the scientific lead ether, you will collaboratively provide solutions to customer problems that enable them to achieve rigor and efficiency in their research.

Essential Functions and Responsibilities:
Colony + AMI

• Serve as a product expert on the Colony + AMI platforms, providing guidance, best practices, and troubleshooting to customers.
• Serve as a liaison between the company and customers, providing timely and professional support to ensure customer satisfaction and successful product use.
• Monitor and respond to incoming support requests via email and ticketing system, maintaining internal response time standards. Assist Colony + AMI users with escalated or complex customer requests.
• Escalate advanced technical inquiries to the software development team with an appropriate level of well-researched technical detail.
• Produce training tools and reference materials and deliver technical instruction to users across the customers' organization.
• Provide detailed information about software features, updates, and benefits.
• Troubleshoot and resolve software issues, offering step-by-step guidance to help customers overcome technical challenges.
• Actively participate in business meetings, offer suggestions to enhance software support processes based on observations, and assist in testing new software releases.
• Gather, document, and prioritize customer feedback and unmet needs, communicating actionable insights to the Colony + AMI Implementation team.
• Participate in beta testing and provide feedback on new software features/functionality to ensure it meets real world user needs when needed.
• Responsible for coalescing existing lab data and importing it into the software.

Essential Functions and Responsibilities: CPSS

• Provide daily support to internal and external customers through multiple communication channels, promptly and proactively addressing researcher inquiries.
• Offer technical product support and ticket resolution for "customer" services globally, utilizing telephone, email, and chat applications.
• File and investigate researcher inquiries, document customer concerns, and resolve complex technical requests while adhering to established protocols.
• Foster a collaborative, solution-focused team culture that prioritizes customer satisfaction and efficiency.
• Troubleshoot or resolves complex technical requests, including software features and functionality, excel based data import errors, strain and genetic mutation set-up, and automated genotyping order and genetic results interpretation.

Required Professional Skills

• Must possess strong people skills and can work cooperatively and collaboratively with all levels of employees, management, and third parties to ensure quality customer service.
• Must possess outstanding communication skills (verbal and written).
• Must understand mouse husbandry/animal science.
• Must possess basic Microsoft Excel knowledge.
• Must address issues quickly, creatively, innovatively, and proactively.
• Must be sociable, flexible, adaptable, and energetic.
• Must be studious, attentive to detail, prioritize, and multi-task using strong time management, project, and organizational skills.
• Must be able to work independently and proceed with objectives with little to no supervision.
• Must actively listen and anticipate customer needs.

Dynanet Team Requirements and Expectations

• Possess Strong written and verbal communication skills.
• Highly organized with the ability to prioritize, balance, and effectively advance multiple competing priorities in a…