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Technical Support Specialist (Digital Health/Genomics)

Who we are

Congenica is a digital health company developing the gold standard in genomic interpretation platforms for accelerating analysis of rare diseases from genomic data. Simply put, we develop and operate a web-based service to accelerate the interpretation of complex genetic information with the goal of providing life-changing answers for individuals and their families.

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Working at Congenica

You will make a real impact on the lives of people around the world with rare diseases. Our products and services enable healthcare professionals to accurately, confidently and rapidly analyse complex genomic data and improve health outcomes.

About the Role


We have an exciting opportunity available in our support team to supervise the Tier 1 support activity, providing prospective and existing customers with product guidance, support and scientific advice to help guide them to outcomes that satisfactorily resolve their requirements and to build strong relationships, customer loyalty and support business growth. This is a remote role that can be home based.

What will you be responsible for?

Team management

  • Oversee the day-to-day operations of Tier 1 Support

Process and systems management

  • Ensure compliance by following process and managing cases in line with the SLA’s agreed within the Customers contracts.
  • Produce monthly KPI reports.
  • Answer, evaluate, and prioritise incoming enquiries logged in our CRM system (Salesforce).
  • Maintain accurate records and documentation of all customer interactions in the CRM, including documenting case resolutions.
  • Produce relevant documentations and tools to support customers, eg. FAQs, technical notes, tutorials, how to guides, manuals etc.
  • Oversee the successful transit of samples and data through our workflow pipelines
  • Capture customer feedback providing key information for appropriate review and action.

Troubleshooting and escalation

  • Triage incoming cases and perform initial troubleshooting, escalating cases throughout the case management process where necessary.
  • Troubleshoot, investigate, and perform root cause analysis for all technical issues and complaints to provide efficient customer communication and issue resolution.

Relationship management

  • Build and maintain positive relationship with customers
  • Commit to guaranteeing the highest level of quality and services to external and internal customers in accordance with departmental SOPs and KPIs, including customer response time, issue resolution time and departmental efficiency.
  • Identify and respond to all levels of customer dissatisfaction and escalate/provide awareness to management as appropriate
  • Active collaboration and coordination within the team and cross functionally
  • Perform regular check-in calls with customers to review service issues, promoting any new functionality introduced, and identifying any new requirements our customer might have.

Process Improvements

  • Use your initiative to develop and improve key company and departmental processes that support providing world-class customer support.

What skills, qualifications and experience will you need to be successful in this role?

Qualifications

  • Educated to Degree Level, preferably in Genetics, Molecular Biology, Biology, Genomics, Bioinformatics or a related subject.

Knowledge, Skills & Abilities

  • Excellent oral and written communication and interpersonal skills
  • Excellent English language skills
  • Excellent organisational and time management skills
  • Ability to prioritise tasks based on urgency and importance

Experience

  • Working within a customer facing technical team or environment
  • Previous experience in customer support role
  • Demonstrated understanding of sequence analysis workflows
  • Experience of managing global customers i.e. a sensitivity to cultural differences and being able to establish professional relationships with customers in multiple geographies.

Behavioural Qualities

  • Friendly, approachable and builds positive personal and organisational relationships
  • Self-motivated and results-driven, problem-solver
  • Enthusiastic, hardworking, well organised and able to prioritise
  • Able to work with others, and willing to contribute to team

What are the great to haves?

  • Basic Linux skills (SSH, basic file operations)
  • Basic SQL skills
  • Experience using a CRM like Salesforce
  • Demonstrated experience working in clinical setting
  • Demonstrated understanding of sequence analysis workflows

Congenica is dedicated to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

If this sounds like you and you’d like to join a growing company making a difference, then apply now!

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