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