Customer Support Specialist

Velsera Inc.; Boston (MA); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Full-suite of industry leading benefits

Remote work flexibility

Job summary

Velsera Inc. is seeking a Customer Support Specialist to provide expert support in bioinformatics and precision medicine. This role includes resolving complex technical issues and collaborating with teams to enhance customer satisfaction.

The ideal candidate should possess a Bachelor's degree in a relevant field and demonstrate strong problem-solving, customer service, and communication skills. Competitive salaries and remote work flexibility are part of the compensation package.

Qualifications

• Proven experience in providing technical support in the specialized domain.
• Ability to mentor and provide guidance to junior team members.
• Strong organizational and time management skills.

Responsibilities

• Provide specialized support to customers in the bioinformatics and precision medicine fields.
• Resolve complex issues and collaborate with internal teams.
• Document customer interactions and contribute to knowledge base articles.

Skills

Technical support expertise in bioinformatics

Customer service skills

Problem-solving abilities

Communication skills

Education

Bachelor's degree in bioinformatics or relevant field

Tools

Help desk software

CRM systems

Job description

Customer Support Specialist

Location: US Remote

What will you do?

• 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.

What do you bring to the table?

• 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.

What do we offer?

We offer competitive salaries and benefits:

1. A full-suite of industry leading benefits (list by location)
2. Remote work flexibility

Equal Opportunity Employer

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.