Customer Support Specialist

Job not on LinkedIn

🔥 1 hour ago

🇦🇺 Australia – Remote

💵 $85k - $100k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

👻 Ghost score 0%

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Transnetyx

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

🏥 Healthcare

📦 Logistics

💼 Consulting

Healthcare • Logistics • Consulting

Transnetyx is an automated genotyping services company that provides high-throughput, highly accurate genotyping for research organisms (including mice, zebrafish, and rats). They offer rapid turnaround (24–72 hours), free automated genotyping trials, in-house kiosks (TAGCenter) for sample drop-off and logistics support, and serve research labs and institutions with no-contract, on-demand testing. The company emphasizes GDPR/compliance for its web services and provides online resources, presentations, and developer support.

📋 Description

• Serve as the first point of contact for tick@lab Support in APAC • Resolve issues submitted through the web-based support portal • Own customer communication from first contact through resolution • Prioritise and escalate urgent issues to meet service levels • Partner with Technical Support, Configuration, Product and Development on complex issues • Coordinate regional coverage with the APAC Technical Support Specialist • Maintain accurate ticket records and keep customers informed through the support hub • Lead regular check-ins with assigned customers • Host quarterly APAC community meetings • Help plan the biennial APAC User Group Meeting • Apply regional regulatory requirements to support, meetings and events • Partner on account health and training needs • Provide technical training for clients • Advocate for APAC customer needs and communicate feedback to Product and Development • Build relationships with global Support, Product, Development and regional Sales teams • Own onboarding and training, including in-person training with the US team

🎯 Requirements

• Bachelor of Science in Biology or a related life science discipline • At least one year of experience in a customer-facing or client support role • Ability to learn software quickly and troubleshoot user issues • High-level written and verbal communication skills • Ability to manage escalations and advocate for customers professionally • Experience facilitating virtual meetings with customer groups and building relationships at all levels • Strong organisational skills and attention to detail • Ability to prioritise varied workloads and respond promptly to urgent issues • Ability to work autonomously and use sound judgement on when to resolve, escalate or seek guidance • Full working rights in Australia • Experience in animal research is highly regarded • Experience supporting customers in a technology or SaaS environment is desirable • Familiarity with the Australian Code for the Care and Use of Animals for Scientific Purposes and Animal Ethics Committees is desirable • Awareness of animal research regulatory requirements in New Zealand and the wider Asia-Pacific region, or ability to develop this knowledge quickly, is desirable • Experience using colony management, laboratory information or similar database systems is desirable

🏖️ Benefits

• Superannuation • Benefits in line with Australian employment standards • Flexible schedule with adjusted working hours • Structured onboarding and ongoing learning • In-person training with the global Support team • Culture of belonging, collaboration and fairness • Year-round heritage and diversity celebrations • Community giving through YX Gives • Real influence on product evolution

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