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Transnetyx - Memphis, TN
posted about 2 months ago
About the position
Transnetyx is seeking a full-time Customer & Product Solutions Specialist to join our Software Team. This role focuses on providing comprehensive cross-functional and biotechnical support to various teams, including Genetic Services, Operations, Shipping, Sales, and IT. The specialist will assist internal and external customers with analysis, research, and proactive solutions while ensuring effective communication and handling of researcher inquiries. The position requires working onsite during training, with potential for a hybrid schedule thereafter.
Responsibilities
- Provide daily support to internal and external customers through multiple communication channels, promptly addressing researcher inquiries.
- Offer technical product support and ticket resolution for Transnetyx services globally, utilizing telephone, email, and chat applications.
- Field and investigate researcher inquiries, document customer concerns, and resolve complex technical requests while adhering to established protocols.
- Escalate advanced technical inquiries to the appropriate teams and manage support inquiries related primarily to colony management software.
- Troubleshoot or resolve complex technical requests, including software features and functionality, excel-based data import errors, and automated genotyping order interpretation.
- Work within the Genetics Services department, striving to become an expert in all Transnetyx services and effectively communicate their functionality to customers.
- Utilize technical knowledge to educate users on various topics, identify and resolve customer problems, including software bugs and usability issues.
- Identify opportunities to promote additional software products, upgrades, or related services to existing customers.
- Produce training tools and reference materials and deliver technical instruction to other specialists and teams within the organization.
- Actively participate in business meetings, offering suggestions to enhance software support processes based on observations.
Requirements
- Bachelor's degree preferred but not required.
- Five or more years of experience in a relevant industry with solid customer service and CRM systems knowledge.
- 1-3 years proven success working directly with customers within a technology SaaS company preferred.
- Strong people skills and ability to work cooperatively with all levels of employees and management.
- Outstanding communication skills (verbal and written).
- Basic Microsoft Excel knowledge.
- Ability to address issues quickly, creatively, and proactively.
- Sociable, flexible, adaptable, and energetic personality.
- Strong time management, project, and organizational skills.
Nice-to-haves
- Comfortable utilizing computers and working in multiple systems.
- Excellent analytical skills and ability to troubleshoot.
- Ability to cultivate business relationships based on trust and professionalism.
- Proficiency in problem-solving and diagnosing technical issues.
- Understanding of different operating systems and devices.
- Knowledge of mouse animal husbandry is beneficial but not required.
Benefits
- 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
