Customer Support Engineer (Bioinformatics)

As a Customer Support Engineer , you will report to the Customer Support Manager/Director of Customer Support and your tasks will consist of providing exceptional service and support to customers using the Velsera products and services; triaging, troubleshooting, escalating and resolving issues in line with standard operating procedures and documenting customer interactions and resolutions.

 

What will you do

Provide in and out of office hours support to customers using the Velsera products and services
Assist customers in troubleshooting, triaging, prioritizing and resolving technical & functional problems related to Velsera products and services.
Collaborate with cross-functional teams to diagnose and resolve technical and/or functional problems, escalating promptly to the appropriate team where needed.
Document customer interactions, issues, and resolutions in the support ticketing system.
Educate customers on the use of products and services, adding value to their interactions with Velsera.
Stay updated with the latest advancements and trends in bioinformatics, precision
medicine, life sciences, and workflow automation technologies so that you are able to offer best-in-class support, advice and services.
Contribute to the creation and maintenance of support documentation and knowledge base articles.
Participate in continuous learning and development activities to enhance technical skills and knowledge.
Collaborate with senior customer support engineers and customer support specialists to handle complex cases and improve support processes.

 

What do you bring to the table

Bachelors degree or higher in a relevant field, such as bioinformatics, genomics, or a life sciences discipline.
Proven experience in technical support or a similar role, preferably in the life sciences, bioinformatics, precision medicine, workflow automation, or software support industry.
Strong knowledge of software applications, operating systems, and concepts.
Excellent problem-solving and troubleshooting skills.
Strong customer service and communication skills.
Ability to work independently and collaboratively within a team environment.
Familiarity with life sciences or bioinformatics software, precision medicine applications, and workflow automation systems.
Proficiency in using help desk software, CRM systems, and other technical support tools.
Willingness to learn and develop expertise in different areas of the business.
Demonstrated ability to work on cross-functional projects and contribute to business-wide initiatives.
Desire to grow and progress within the technical support function, potentially moving towards senior roles and taking on additional responsibilities.