Technical Customer Support Specialist

Would you like to be part of a dynamic and exciting International Customer Support Team delivering a high level of support that has a direct impact on the lives of cancer and rare disease patients worldwide? Join our growing team and use your exceptional technical and interpersonal skills to help us deliver on our mission of democratizing Data-Driven Medicine. Our products are used by over a thousand healthcare institutions globally and provide world-leading capabilities for the analysis of genomic, clinical, and imaging data. 

As a Technical Customer Support Specialist at SOPHiA GENETICS, you'll be responsible for guiding customers through features and functionalities, ticket preparation and triaging, first-level support with a focus on IT issues and account management requests. 

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Main Responsibilities:

• Your main mission consists of delivering first level support to our customers in a timely and accurate way 
• Master customer communications (tickets and phone support) 
• Prepare the tickets: collect necessary information, prioritize, assign to the right team, summarize the investigation 
• Troubleshoot and follow up with the customer requests until resolution 
• Report product malfunctions 
• Manage account management requests 
• Collaborate with Customer Support Specialists in different locations such as Australia, France, Switzerland, and the US 
• Facilitate seamless communication between different SOPHiA GENETICS teams 
• Create and update Support documentations (including customer FAQs)

Requirements

Profile:

• Bachelor’s degree in Computer Science, Informatics or equivalent technical background/experience
• Excellent communication and problem-solving skills
• Fluent in English and French to a business level
• Customer oriented
• Attention to detail
• Patience when handling difficult cases
• Team player

Skills:

• Mac and Windows OS user 
• Highly skilled in documenting written troubleshooting steps and instructions  
• Experience with ticketing system/support operations 
• Very good command of English and French, additional languages are a plus 
• Basic knowledge of command line 
• Atlassian JIRA & Confluence knowledge is a plus 
• Scripting knowledge is a plus 

Benefits

You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we drive exponential growth to our new business unit.

• A flexible, friendly and international working environment with a collaborative atmosphere

• An exciting company mission that brings together science and technology to directly impact the lives of patients with life threatening illness.
• A fast-growing company with plenty of opportunity for personal growth and development

The Process
Apply now with your CV and any supporting information. Suitable qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business. All resumes MUST be submitted in English for successful review.

Starting Date: ASAP

Location: Bidart, France (Hybrid, 2-3 Days)

Contract: Full-Time, Permanent