Job Purpose 

Providing prospective and existing customers with product guidance and support to enable them to use our software efficiently.  To work with customers to identify and resolve their requirements and needs whilst building strong relationships, customer loyalty and supporting business growth.

Main Responsibilities

  • Follow documented workflows, SOPs and key processes to deliver world-class support.
  • Assist with core customer implementation activities including customer configuration and onboarding.
  • Capture feedback on performance and customer satisfaction to facilitate the continuous improvement of Congenica products.
  • Provide high quality second line support to customers through investigation of complicated issues, troubleshooting and error analysis.
  • Create custom reports to requirements specified by the Customer.
  • Communicate clearly and efficiently with Customers to ensure resolutions are fully understood.
  • Escalate bugs to the development team and ensure resolution within specified timescales.
  • Act as one of the primary points of contact for customer support issues.
  • Maintain accurate records and documentation of all customer interactions and customer information in the Customer Relationship Management (CRM) system, Salesforce.
  • Document case resolutions in the Salesforce Knowledge base and link these to cases. Assist with the development, production and publication of technical documentation and training materials, such as FAQs, technical notes, online tutorials and webinars, how to guides, manuals etc. to educate customers.
  • Build and maintain positive relationship with customers.

 Additional Responsibilities

  • All listed tasks and responsibilities are deemed as essential functions. However, business conditions may require reasonable accommodations for additional tasks and responsibilities. 

Employee Profile

Essential – Attributes candidate must have on entering the role


  • Degree educated or equivalent
  • Grade C GCSE or equivalent in English, Maths & Science.

Knowledge, Skills & Abilities

  • Excellent oral and written communication and interpersonal skills
  • Excellent written & Oral English language skills
  • Excellent organisational and time management skills
  • Ability to prioritise tasks based on urgency and importance
  • Basic Linux skills (SSH basic file operations)
  • Experience using HTML and CSS

Related Experience

  • Previous experience working on a helpdesk supporting software applications.
  • Previous experience of providing Tier 2 support to resolve Customer issues that require in-depth investigation and troubleshooting.
  • Previous experience using a CRM tool to manage customer communications and to track incoming requests.

Behavioural Qualities

  • Friendly, approachable and builds positive personal and organisational relationships
  • Customer focused
  • Self-motivated and results-driven, problem-solver
  • Process driven
  • Enthusiastic, hardworking, well organised and able to prioritise
  • Able to work with others, and willing to contribute to team
  • Professional appearance and able to produce high standards of work

Desirable – Attributes already held or to be developed to perform the role


  • BSc in Biology, Genetics/Genomics, Molecular Biology

Knowledge, Skills & Abilities

  • Experience using either of the below scripting languages:


Related Experience

  • Previous experience in a Science based customer facing role.
  • Previous experience of using Salesforce.
  • Able to work with others, and willing to contribute to team
  • Professional appearance and able to produce high standards of work

To apply for this position, please send your CV and a covering letter, to