[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Velsera is a company focused on accelerating the discovery, development, and delivery of life-changing insights in the healthcare sector. As a Customer Support Specialist, you will provide specialized support to customers, resolving complex issues and contributing to the creation of support documentation and knowledge base articles.ResponsibilitiesProvide specialized support to customers in the bioinformatics, precision medicine, and workflow automation fields both in and out of office hoursResolve complex issues related to the specialized domain or productCollaborate with internal teams to troubleshoot and resolve complex technical & functional issuesStay up to date with industry trends and emerging technologies in the specialized domainDocument and track customer interactions, issues, and resolutions in the support ticketing systemContribute to the creation of support documentation, knowledge base articles, and best practices related to the specialized areaProvide guidance and assistance to other team members as neededAssist in continuous improvement efforts to enhance technical support processes and customer satisfactionContribute to cross-functional projects and initiatives in your area of expertiseSkillsBachelor's degree or higher in a relevant field, such as bioinformatics, genomics, or a life sciences disciplineStrong knowledge and expertise in the specialized area of technical support, such as bioinformatics, precision medicine, or workflow automationProven experience in providing technical support in the specialized domainExcellent problem-solving and troubleshooting skillsStrong customer service and communication skillsAbility to work independently and collaboratively within a team environmentFamiliarity with relevant software applications, operating systems, and networking conceptsProficiency in using help desk software, CRM systems, and other technical support toolsDemonstrated involvement in cross-functional projects and contributions to business-wide initiativesWillingness to continuously learn and expand technical knowledge in the specialized domainAbility to effectively communicate technical information to both technical and non-technical stakeholdersStrong organizational and time management skillsAbility to mentor and provide guidance to junior team membersAssist in reducing escalations and deputize for management in their absenceDesire to contribute to the growth and success of the company by delivering exceptional technical support and actively participating in business projects and initiativesBenefitsA full-suite of industry leading benefits (list by location)Remote work flexibilityCompany OverviewVelsera is a consolidation of three companies within digital diagnostics, bioinformatics, healthcare data, and advanced analytics. It was founded in 2023, and is headquartered in Charlestown, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is https://velsera.com/.