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Customer Support Specialist (m/f/d)

Jonestown, TX

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.

For our US office in the Austin, TX area, we are hiring a Full-Time Customer Support Specialist.

Your role at a-tune…

The Customer Support Specialist support the needs of a-tune’s global clients utilizing our tick@lab product. Their primary responsibility is troubleshooting issues submitted by our clients. They work directly with a client through a web-based portal providing assistance to the tick@lab software suite. This is a full-time position working in our office in Jonestown, TX. Travel domestically and internationally is also required.

Candidates should possess strong multitasking skills and be able to work on several projects simultaneously.

Key Responsibilities

  • Provide world class customer service for our international client base
  • Management of client issues; including prioritization and escalation
  • Ownership of communication from start to resolution
  • Maintain well organized and detailed records of client interactions and solutions on issues
  • Communicate and coordinate with internal departments as needed on issues
  • Collect and share customer feedback and data for product improvement
  • Conduct independent study to expand knowledge of the business scope of the software
  • Provide technical training for client as needed
  • As required, attend remote and onsite meetings with customer

You're not just looking for any job; you want to contribute, participate and implement your own ideas.


  • 1-3 years proven success working directly with customers within a technology SaaS company
  • Preferred Bachelor’s Degree; Bonus if degree is in Biology
  • 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 / Willingness to travel up to 20% of the time

This position requires the employee be able to qualify for credit card for travel requirements.

We are not offering relocation or sponsorship.

We want to expand, to become even better, and to advance - which is why we need you.

Our Company offers …

  • a-tune offers competitive benefits including health insurance with a Health Reimbursement Assistance on high deductible plan, dental, vision, Life, long-term and short-term disability
  • Optional 401K plan with matching
  • Paid holidays and competitive vacation time
  • Benefit Condition: a waiting period may apply

Honesty, cooperation and solid teamwork are of paramount importance to us.

Please send Resume to

Human Resources Department

a-tune software INC.
19621 FM 1431, Suite 402
Jonestown, TX 78645


a-tune software INC.

It is the policy of a-tune software INC. to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, a-tune software INC. will provide reasonable accommodations for qualified individuals with disabilities.


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