Customer Support Specialist

Customer Support Specialist

Location: US Remote

• Provide specialized support to customers in the bioinformatics, precision medicine, and workflow automation fields both in and out of office hours.
• Resolve complex issues related to the specialized domain or product.
• Collaborate with internal teams to troubleshoot and resolve complex technical and functional issues.
• Stay up to date with industry trends and emerging technologies in the specialized domain.
• Document and track customer interactions, issues, and resolutions in the support ticketing system.
• Contribute to the creation of support documentation, knowledge base articles, and best practices related to the specialized area.
• Provide guidance and assistance to other team members as needed.
• Assist in continuous improvement efforts to enhance technical support processes and customer satisfaction.
• Contribute to cross-functional projects and initiatives in your area of expertise.

• Bachelor's degree or higher in a relevant field, such as bioinformatics, genomics, or a life sciences discipline.
• Strong knowledge and expertise in the specialized area of technical support, such as bioinformatics, precision medicine, or workflow automation.
• Proven experience in providing technical support in the specialized domain.
• Excellent problem-solving and troubleshooting skills.
• Strong customer service and communication skills.
• Ability to work independently and collaboratively within a team environment.
• Familiarity with relevant software applications, operating systems, and networking concepts.
• Proficiency in using help desk software, CRM systems, and other technical support tools.
• Demonstrated involvement in cross-functional projects and contributions to business-wide initiatives.
• Willingness to continuously learn and expand technical knowledge in the specialized domain.
• Ability to effectively communicate technical information to both technical and non-technical stakeholders.
• Strong organizational and time management skills.
• Ability to mentor and provide guidance to junior team members.
• Assist in reducing escalations and deputize for management in their absence.
• Desire to contribute to the growth and success of the company by delivering exceptional technical support and actively participating in business projects and initiatives.

We offer competitive salaries and benefits:

Velsera is proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.