Description
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.  


What will you do?   

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.