IT Customer Support Specialist

SOPHiA GENETICS

We believe there is a smarter, more data-driven way to make decisions in health. As we pass 1,000,000 genomic profiles analyzed and look to the future of our platform, we are now searching for a Customer Support Specialist who will be be part of a dynamic and exciting international team. Our SaaS DATA Platform combines deep expertise in life sciences and medical disciplines with mathematical capabilities in data computing.

Our mission is to bring data analytics solutions to market, to support healthcare professionals by maximizing the power of Data-Driven Medicine. SOPHiA GENETICS (NASDAQ: SOPH) combines collective intelligence in Genomics, Radiomics, clinical research data, the DDM - Data-Driven Medicine, we can ensure that the data used to help patients today will also benefit the patients of tomorrow.

We observed that across the healthcare ecosystem, a vast amount of digital healthcare data is being generated, fueled by technologies such as next-generation sequencing ("NGS"). This data holds promise to accelerate our understanding of biology and disease.

WHAT WE CAN OFFER YOU:

We invite you to join our growing team and use your exceptional skills to help us deliver on our mission of democratizing Data-Driven Medicine. Our products are used by hundreds of healthcare institutions globally and provide world leading capabilities for the analysis of genomic, clinical, and imaging data.

Your responsibilities include guiding customers through features and functionalities, ticket preparation and triaging, first-level support with a focus on IT issues and account management requests.

The role is at our NORAM offices- Boston, MA , East Coast Remote or Madison, WI Remote.

Requirements

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 FAQs)

Requirements Profile

• Bachelor’s degree in Computer Science, Informatics (or equivalent)
• Excellent communication and problem-solving skills
• Very good command of English, additional languages are a plus
• Patience when handling difficult cases
• Team player

• Experience in helpdesk operations, that include Windows and Mac clients
• Experience with regulatory and quality tasks is a plus

Skills

• Mac OS (using the command line, being able to read logs, find processes, create shell scripts)
• Windows OS (using the command line, network accounts and relationships to effectively support end-users)

• Understand basic networking technologies (LAN/WAN and wireless)
• Knowledge and ability to remotely manage client systems
• Highly skilled in documenting written troubleshooting steps and instructions
• Atlassian JIRA & Confluence is a plus
• Java knowledge is a plus

• Office 365 software is a plus

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help maintain our reputation as a company that offers excellent customer support.

Benefits

• Outstanding Medical (with Telemedicine), Dental, and Vision Plans with 90% employer contributions!
• Life and AD&D company provided
• Company paid short and long term disability insurance
• Supplemental employee insurance options available for Accident, Critical Illness, Hospital and Legal
• Career opportunities in a fast-growing company with a worldwide reputation
• International and multicultural environment
• Flexible hours, HYBRID work schedules available
• Work with a dynamic and collaborative Global te