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Customer Support Specialist, US

Jonestown, TX, USA

a-tune software provides data and compliance management for research and development facilities through software, services and applications. Our clients include leading international companies and institutions in the fields of academia, pharma and biotechnology in North America, Europe, Australia and Asia. Research driven organizations worldwide use our software to find remedies and vaccines to fight diseases such as e.g. COVID-19 or cancer.

To shape our future at a-tune, we are hiring a full-time team member to join our Customer Support Team in the United States. You are responsible for supporting the needs of a-tunes global clients utilizing the tick@lab product. Your role’s primary responsibility is troubleshooting issues submitted by clients. This position works directly with a client through a web-based portal providing assistance to the tick@lab software suite. This role is fully remote.

Models appropriate behavior as exemplified by the YX Ten core values, mission, and vision of Transnetyx/ a-tune.

The Role

WHAT YOU WILL BE DOING DAY TO DAY

  • Provides world class customer service for our international client base.
  • Manages client issues; including prioritization and escalation; ownership of communication from start to resolution.
  • Maintains well organized and detailed records of client interactions and solutions on issues.
  • Communicates and coordinates with internal departments as needed on issues.
  • Collects and shares customer feedback and data for product improvement.
  • Conducts independent study to expand knowledge of the business scope of the software.
  • Provides technical training for clients as needed.
  • Attends remote and onsite meetings with a customer to discuss project specifications and procedures, as required.
  • Travels domestically and internationally as needed.
  • Performs other duties as assigned

What we are looking for

Education

Bachelors Degree in Biology preferred

Experience

1-3 years proven success working directly with customers within a technology SaaS company.

Additional Skills/ Competencies

  • Preferred knowledge of animal research, bonus if you have worked in a lab.
  • Strong technical aptitude and excellent communication skills, both verbal and written.
  • Strong analytical and problem-solving skills.
  • Excellent time management skills, a strong sense of urgency and flexibility to handle critical cases.
  • Strong organizational skills and high attention to detail.
  • Ability to learn quickly with little direction or oversight.
  • Ability and willingness to travel up to 10% of the time.

Physical Demands

This position may experience prolonged periods of sitting at a desk and work on a computer. Other physical demands may include but are not limited to walking, standing, stooping, reaching. And may lift up to 15lbs at times.

*Reasonable Accommodations will be made in accordance with the American with Disabilities Act.

We offer more than an amazing career but a fun, family environment where every employee has a voice. We emphasize our positive culture by challenging employees to live by our core values – the YX Ten. We also offer an array of benefits including a comprehensive full-time benefits package, wellness and fitness initiatives, health reimbursements, and a 401K.

Transnetyx is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. Applicants needing accommodations during any step of the interview process may contact Human Resources by phone at 901.507.0476 or by email at Human Resources.

When you apply for employment with Transnetyx, we will process your application data, background, including your employment and education history, assessments, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights.

Transnetyx participates in the E-Verify program in locations as required by law.

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