Customer Support Specialist, a-tune U.S.

Description

Company Description

a-tune, a Transnetyx company, empowers research and compliance teams with unmatched flexibility.

We simplify:
• 𝗥𝗲𝘀𝗲𝗮𝗿𝗰𝗵: Streamline your research workflows with tick@lab, our powerful and intuitive software.
• 𝗖𝗼𝗺𝗽𝗹𝗶𝗮𝗻𝗰𝗲: Ensure data integrity and regulatory adherence with our robust data integration and enterprise applications.

With a-tune, your organization can:
• 𝗖𝗲𝗻𝘁𝗿𝗮𝗹𝗶𝘇𝗲: Consolidate data from multiple sources into a single, unified platform.
• 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗲: Optimize repetitive tasks, freeing up valuable time for critical research.
• 𝗚𝗮𝗶𝗻 𝗶𝗻𝘀𝗶𝗴𝗵𝘁𝘀: Uncover valuable trends and patterns within your data for informed decision-making.
• 𝗜𝗺𝗽𝗿𝗼𝘃𝗲 𝗲𝗳𝗳𝗶𝗰𝗶𝗲𝗻𝗰𝘆: Enhance operational efficiency and reduce administrative burden.

Join Our Global Team & Shape the Future of Scientific Research!

Are you passionate about providing exceptional customer experiences in a fast-paced, international environment? Do you thrive on solving complex technical challenges and empowering clients across the globe?

a-tune Transnetyx, a leader in innovative solutions for scientific research, is seeking a dynamic Customer Support Specialist who has a strong knowledge of animal research or has worked in a lab to join our team and support our tick@lab product! You'll be the crucial link between our cutting-edge software and our valued global clientele, ensuring seamless operations and fostering strong client relationships.

LOCATION: Our ideal team member is located in the Pacific time zone in the United States. Although it isn't a dealbreaker if you are located in another time zone.

The Role (Essential Functions and Duties)

WHAT YOU WILL BE DOING DAY TO DAY 

• Champion World-Class Customer Service: Deliver unparalleled support to our diverse international client base, exceeding expectations at every interaction.
• Master Problem Solving: Dive deep into client issues, troubleshoot technical challenges, and provide timely, effective solutions through our web-based portal.
• Own the Client Journey: Manage client cases from initial contact to resolution, prioritizing issues, escalating when necessary, and maintaining clear, consistent communication.
• Become a tick@lab Expert: Conduct independent study to deepen your knowledge of our software suite and its application in animal research.
• Drive Product Improvement: Gather and share valuable customer feedback to contribute to the ongoing enhancement of our products.
• Empower Clients Through Training: Provide technical training to clients, ensuring they maximize the potential of tick@lab.
• Collaborate Globally: Communicate and coordinate with internal departments to resolve complex issues efficiently.
• Document and Organize: Maintain meticulous records of client interactions and solutions, ensuring seamless knowledge sharing.
• Travel for Impact: Attend remote and onsite meetings, and travel domestically and internationally (up to 10%) as needed, to build strong client relationships.
• Live Our Values: Embody the YX Ten+ core values, mission, and vision of a-tune Transnetyx in all aspects of your work.

Minimum Qualifications

WHAT YOU WILL BRING (Qualifications):

• Education: Bachelor's Degree in Biology (preferred).
• Experience: 1-3 years of proven success in a customer-facing role within a technology SaaS company.
• Industry Knowledge: Strong preference for knowledge of animal research; experience working in a lab is a significant plus!
• Technical Aptitude: Excellent technical skills and the ability to quickly learn and adapt to new technologies.
• Communication Mastery: Exceptional verbal and written communication skills.
• Problem-Solving Prowess: Strong analytical and problem-solving abilities.
• Time Management & Organization: Excellent time management, prioritization, and organizational skills, with a keen eye for detail.
• Self-Driven Learning: Ability to learn quickly with minimal direction.
• Global Mindset: Ability to work effectively with diverse international clients.

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 a-tune Transnetyx?

• Be part of a company making a real impact in the scientific research community.
• Work with a passionate and collaborative global team.
• Enjoy opportunities for professional growth and development.
• Contribute to cutting-edge technology solutions.
• We offer a competitive compensation and benefits package.

Why You'll Love Us:

Our company’s mission is to provide the most efficient path to discovery for researchers across the globe. Our 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.  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. Here’s 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
• Education Assistance Reimbursement
• Health & Wellness Programs
• Vacation Leave
• Sick Leave
• Holiday Pay
• Paid Time Off
• Paid Parental Leave
• Long-Term Disability
• Short-Term Disability
• Expense Reimbursements

About Us

Visit our Careers website to learn more about our benefits and perks, our commitment to Inclusion and Belonging, and why our employees choose Transnetyx.

www.transnetyx.com/careers

Inclusion & Belonging 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 Inclusion & Belonging 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.

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, please visit our careers website at www.transnetyx.com/careers.

a-tune 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 at 901.507.0476 or 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.

Transnetyx participates in the E-Verify program in locations as required by law.

This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.