[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. Velsera is a company focused on accelerating the discovery, development, and delivery of life-changing insights in the healthcare sector. As a Customer Support Specialist, you will provide specialized support to customers, resolving complex issues and contributing to the creation of support documentation and knowledge base articles.
Responsibilities
- 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 & 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
Skills
- 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
Benefits
- A full-suite of industry leading benefits (list by location)
- Remote work flexibility
Company Overview