Customer Support Specialist

Customer Support Specialist? Location:?US Remote Who we are? Medicine moves too slow. At Velsera, we are changing that. Velsera?was formed in 2023 through the shared vision of Seven Bridges and?Pierian, with a mission to accelerate the discovery, development, and delivery of life-changing insights.??We provide software and professional services across drug discovery, diagnostics, and clinical genomics. With our headquarters in Boston, MA, we are growing and expanding our teams?located?in different countries! As a?Customer Support Specialist?you will report to the?Customer Support Manager/Director of Customer?Support?and your?tasks will consist of providing specialized support and resolving complex issues for customers using the?Velsera?products and services.? You will contribute to the creation of support documentation and knowledge base articles, and support cross-functional projects and initiatives in your area of expertise.

• 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.??

Requirements What do you bring to the table???

• 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.??

What do we offer??? Velsera?stands for a stimulating atmosphere where you can grow your capabilities in an open company culture. We want you to do the work you feel great at, or that you would like to become great at.?You?ll?work for a mission driven organization that is making a true difference in the scientific and healthcare space. Next to that, we offer competitive salaries including:???

Benefits Our?core?values? People first.?We create?collaborative?and?supportive?environments by?operating?with?respect?and?flexibility?to promote?mental,?emotional?and?physical?health.?We?practice?empathy?by?treating?others?the?way?they?want?to be treated and?assuming positive intent. We?are proud of our inclusive?diverse?team?and?humble?ourselves?to learn about and build our?connection?with each other. Patient?focused.?We?act?with?swift?determination?without?sacrificing?our?expectations?of?quality.?We?are?driven?by providing exceptional solutions for our?customers?to positively?impact?patient lives. Considering what is at stake, we?challenge?ourselves to develop the best solution, not just the easy one. Integrity.?We hold ourselves?accountable?and strive for?transparent communication?to build?trust?amongst ourselves and?our?customers.?We?take?ownership of?our?results?as we?know?what?we?do matters and collectively?we?will?change?the?healthcare?industry.?We?are?thoughtful?and?intentional?with?every?customer?interaction?understanding the overall impact on human health. Curious.?We?ask?questions?and?actively?listen?in?order?to?learn?and?continuously?improve.?We?embrace?change?and the opportunities it presents to make each other better. We strive to be on the?cutting edge?of science and technology?innovation?by encouraging?creativity. Impactful.?We?take?our?social?responsibility?with?the?seriousness?it?deserves?and?hold?ourselves?to a?high?standard. We improve our?sustainability?by encouraging discussion and?taking action?as it relates to our natural,?social?and economic resource footprint. We?are devoted to our?humanitarian?mission and look for new ways to make the world a better place. Velsera?is?an?Equal?Opportunity?Employer: Velsera?is?proud?to?be?an?equal?opportunity?employer?committed?to?providing?employment opportunity?regardless of?sex, race, creed, color, gender, religion,?marital?status, domestic partner status, age, national?origin?or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information