APAC Remote Customer Support Specialist — Life Sciences

Bunnings Warehouse; Melbourne; Remote; AUD 85,000 - 100,000; Full time

Job summary

a-tune, a Transnetyx company, is hiring a Customer Support Specialist for the Asia-Pacific region. This fully remote, home-based role prefers Melbourne or Southern Australia; the APAC team supports research institutions using our animal colony management software.

The role grows into broader regional customer care and Voice of the Customer work, acting as the main liaison between APAC customers and global teams.

Responsibilities

• Be the first point of contact for Support in APAC, resolving issues submitted through our web-based support portal.
• Own customer communications from initial contact through resolution, prioritising and escalating urgent issues to meet service levels.
• Partner with Technical Support, Configuration, Product and Development when an issue needs deeper expertise, and coordinate regional coverage with our APAC Technical Support Specialist.
• Keep accurate ticket records and keep customers informed of updates through the support hub.
• Lead regular check-ins with assigned customers to review open items, listen to concerns and escalate as needed.

Job description

a-tune, a Transnetyx company, is hiring a Customer Support Specialist for the Asia-Pacific region. This fully remote, home-based role prefers Melbourne or Southern Australia; the APAC team supports research institutions using our animal colony management software.

The role grows into broader regional customer care and Voice of the Customer work, acting as the main liaison between APAC customers and global teams.