Customer Support Specialist

🕒 June 17

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Velsera

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏥 Healthcare

💼 Consulting

⚕️ Healthcare Insurance

Healthcare • Consulting • Healthcare Insurance

Velsera is a leading provider of omics analytics solutions, powering precision medicine and enhancing the healthcare and life sciences ecosystem through data and actionable insights. With advanced genomics interpretation platforms, Velsera modernizes patient care by generating clinically actionable reports and integrating workflows on next-generation sequencing (NGS) test menus. Their AI-driven analysis and automation tools accelerate lab delivery of 'omics results, optimize workflow automation, and ensure compliance. Velsera's technology manages the flow of patient samples and applies machine learning to produce accurate and clinically relevant results. The company collaborates with research teams to provide expert insights and supports top pharmaceutical companies and clinical labs globally.

📋 Description

• 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

• 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.

🏖️ Benefits

• A full-suite of industry leading benefits (list by location) • Remote work flexibility