Technical Support Specialist Tier 1

4 days ago

Hinxton, United Kingdom Congenica Full time

**Who we are**

Congenica is a digital health company enabling the rapid analysis and interpretation of genomic data, empowering researchers and clinicians to provide life-changing answers that improve wellbeing and disease management. Our world-leading software enables rapid genomic data analysis at scale and is the only product of its kind that has received the CE Mark under the In Vitro Diagnostics Directive.

As a recognised leader in the genomic analysis of rare diseases and inherited cancer, Congenica is now expanding its platform into new indications such as somatic cancer, next generation non-invasive pre-natal diagnosis and wellness, helping to deliver a future where clinical genomics is fully integrated into healthcare and with the goal of providing life-changing answers for individuals and their families.

Based on pioneering research from the Wellcome Sanger Institute and the UK NHS, Congenica has a global footprint supporting leading international laboratories, academic medical centres and biopharmaceutical companies and is the exclusive Clinical Decision Support partner for the NHS Genomic Medicine Service.

Working at Congenica you will have the opportunity to have a real impact on the lives of people around the world and add value to the business, while doing something that you love.

**What you'll be doing**:
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.
- 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?**:
We're looking for someone who has already worked in a technical customer support role and can bring their experience to the team and support our customers at the front line.

**Qualifications**

**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.
- Basic Linux skills (SSH, basic file operations)
- 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

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