Customer Support Engineer

2 days ago

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Velsera

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501 - 1000

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.