To shape our future at a-tune, we are hiring a full-time team member to join our U.S. based Customer Support Team.Youare responsible for supportingthe needs of a-tunes global clients utilizing the tick@lab product. Your primary responsibility is troubleshooting issues submitted by clients. This position works directly with a client through a web-based portal providing assistance to the tick@lab software suite.You will modelappropriate behavior as exemplified by the YX values, mission, and vision of Transnetyx.
Location/Timezone Preference: U.S. Based only. This position is remote with a strong preference for Central and East Coast Time Zones.
If you havent already, we invite you to visit our Careers website to learn more about our Mission and Vision, our Award-Winning Culture, and why our employees have ranked us a Top Workplace six years in a row. We are honored to be recognized as a Top Workplace in the U.S. three years in a row featured in USA Today.
www.transnetyx.com/careers
The Role (Essential Functions and Duties)
WHAT YOU WILL BE DOING DAY TO DAY
- Provides world class customer service for our international client base.
- Manages client issues; including prioritization and escalation; ownership of communication from start to resolution.
- Maintains well organized and detailed records of client interactions and solutions on issues.
- Communicates and coordinates with internal departments as needed on issues.
- Collects and shares customer feedback and data for product improvement.
- Conducts independent study to expand knowledge of the business scope of the software.
- Provides technical training for client as needed.
- Attends remote and onsite meetings with a customerQC staff to discuss project specifications and procedures, as required.
- Travels domestically and internationally as needed.
- Performs other duties as assigned.
a-tune software AG is a medium-sized company with locations in Darmstadt, Germany (headquarters), and supports the USA and worldwide activities in 20 countries. Data and process management in research are our core topics. Research-driven organizations worldwide use our software to find remedies and vaccines to fight diseases such as COVID-19 and cancer.
WHAT YOU WILL BRING (Qualifications)
EDUCATION:
Bachelors Degree in Biology preferred.
EXPERIENCE:
- 1-3 years proven success working directly with customers within a technology SaaS company.
Additional Skills/ Competencies:
- 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 and willingness to travel up to 10% of the time.
Physical Demands:
This position may experience prolonged periods of sitting at a desk and work on a computer. Other physical demands may include but are not limited to walking, standing, stooping, reaching. And may lift up to 15lbs at times.
Why You'll Love Us:
Our companys mission is to provide the most efficient path to discovery for researchers across the globe. Transnetyx has the technology and processes to provide faster, easier, and more accurate results worldwide to biomedical researchers. By optimizing resources, Transnetyx has paved the way for research to advance and deeper understandings to emerge.
Transnetyx has genotyped more than 30 million samples in 24 or 72 hours with 99.97% accuracy, and introduced a full suite of complementary services, including Genetic Monitoring, Microbiome Analysis, Transnetyx Tissue, and the Colony + AMI software. Everything we do and where we focus our energy and talent adds to the amazing work already being done to serve the scientific community.
We are proud of our unique culture of high-performers who LOVE what we do and can be bold in holding ourselves and one another respectfully accountable for the kind of workplace where we can all thrive!
We offer an extensive array of benefits designed to support your health, well-being, and professional growth. Heres what you can expect:
- Health Insurance
- Life Insurance
- Dental Insurance
- Vision Insurance
- 401(k) and matching
- Health Savings Accounts (HSAs)
- Medical Flexible Spending Account
- Dependent Care Flexible Spending Account
- Tuition Reimbursement
- Health & Wellness Programs
- Vacation Leave
- Sick Leave
- Holiday Pay
- Paid Time Off
- Paid Parental Leave
- Long-Term Disability
- Short-Term Disability
- Reimbursements
About Transnetyx
Visit our Careers website to learn more about our benefits and perks, our commitment to Diversity, Equity, Inclusion and Belonging, and why our employees choose Transnetyx.
www.transnetyx.com/careers
DEI Statement:
We are committed to building and developing diverse teams so that we can better understand and serve the multifaceted cultures and identities of our customers.
At Transnetyx, our DEIB efforts focus on uplifting the experiences and perspectives of underrepresented groups and doing the work that draws out the best in all of us.
EOE Statement:
Transnetyx is an equal opportunity employer/affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. Applicants needing accommodations during any step of the interview process may contact Human Resources.
U.S. Candidates: *Reasonable Accommodations will be made in accordance with the American with Disabilities Act.
Founded in 2000, Transnetyx is dedicated to helping scientists accelerate research with fast, easy, and accurate real-time PCR genotyping. We are the trusted automated genotyping resource for thousands of researchers in universities, hospitals, and bioscience companies around the world.
We offer more than an amazing career but a safe workplace where every employee has a voice. We emphasize our positive culture by challenging employees to live by our core values - the YX Ten. We also offer an array of benefits including a comprehensive benefits package for full-time employees, along with notable offerings to our part-time employees, generous paid time off, wellness benefits and initiatives, health reimbursements, and medical coverage starting the day of your employment with no waiting period. For a more comprehensive list, pleasevisit our careers website at www.transnetyx.com/careers.
Transnetyx is an equal opportunity employer/affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. Applicants needing accommodations during any step of the interview process may contact Human Resources by phone at901.507.0476or by email at HR@transnetyx.com.
When you apply for employment with Transnetyx, we will process your application data, background, including your employment and education history, assessments, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights.
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