APAC Customer Support Specialist (Remote) – Life Sci SaaS

Transnetyx, Inc.; Melbourne; Hybrid; AUD 85,000 - 100,000; Full time

Job summary

a-tune (a Transnetyx company) is hiring a Customer Support Specialist for APAC. This remote role supports research institutions using tick@lab, mainly in Australia, with travel up to 10% and close collaboration with global teams.

Ideal candidates hold a life sciences degree and have 1+ year in customer-facing roles, strong communication, and ability to work autonomously as the sole regional contact.

Qualifications

• Bachelor of Science in Biology or related life science.
• At least one year in a customer-facing or client support role.
• Ability to learn software quickly and troubleshoot user issues.
• Strong written and verbal communication, able to explain technical info clearly.
• Ability to stay calm, confident and professional when handling escalations.

Responsibilities

• Be the first point of contact for tick@lab Support in APAC and resolve issues submitted via the support portal.
• Own customer communication from first contact through resolution and escalate urgent issues to meet SLAs.
• Collaborate with Technical Support, Configuration, Product and Development for deeper issues and coordinate regional coverage.
• Maintain accurate ticket records and keep customers informed of updates.

Skills

Customer support experience

Software troubleshooting

Communication skills

Virtual meetings facilitation

Autonomy in region

Organisational skills

Education

Bachelor of Science in Biology

Tools

tick@lab

Colony management software

Job description

a-tune (a Transnetyx company) is hiring a Customer Support Specialist for APAC. This remote role supports research institutions using tick@lab, mainly in Australia, with travel up to 10% and close collaboration with global teams.

Ideal candidates hold a life sciences degree and have 1+ year in customer-facing roles, strong communication, and ability to work autonomously as the sole regional contact.