Customer Support Engineer

March 6

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Velsera

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Velsera is a company dedicated to powering precision medicine and enhancing the healthcare and life sciences ecosystem through data and actionable insights. It offers advanced genomics interpretation platforms aimed at improving patient care by evaluating clinical significance and generating clinically actionable reports. By integrating workflows, Velsera supports NGS test menus and accelerates 'omics results delivery through automated services. Its technology employs AI and machine learning to automate analysis, providing qualitative results for clinical reporting. Velsera collaborates with research teams, offering tools and expertise in data integration for insights across healthcare and research sectors. With its extensive platform and partnerships, Velsera is a leading provider in the omics analytics market, supporting top pharmaceutical companies and clinical labs globally.

501 - 1000 employees

🧬 Biotechnology

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

📋 Description

•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.

🎯 Requirements

•Bachelor's 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.