Product Support Specialist

Genoox is a rapidly growing venture-backed startup on a mission to optimize the clinical and research decision process using data-driven insights by building the first of its kind crowdsourced genetic community. We combine AI and real world evidence and connect genetic professionals which together can answer clinical and research oriented questions involving genetic information.

We are a multidisciplinary team combining doctors, bioinformaticians, mathematicians, data scientists, and engineers working together to turn genomic data mainstream. Genoox is an exciting, intimate and fun workplace which tackles some of the most interesting challenges in precision medicine.

What are we looking for:

We are looking for talented and motivated individuals who are passionate about making a change in the world of clinical genomics. You will be considered as the company’s front liner and you will solve basic technical problems and provide support for all assigned areas. 

You will be responsible for:

This position involved providing Tier 1 email/ chat/ phone support assisting with technical questions and issues for Genoox’s users. Responsible for all aspects of incident management including first level phone support logging, analyzing, resolving, and follow up on application functional issues. Remediate problems while identifying and escalating more complex problems to appropriate members for resolution.

As part of this role you will be: 

• Responding to queries via chat, email, or phone
• Training other staff members on troubleshooting and diagnosing problems
• Providing technical assistance for questions and problems
• Diagnosing system errors and other issues
• Following up with customers to ensure full resolution of issues
• Writing, editing, and revising training manuals for new and updated software and hardware
• Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods

Additional Information:

• This hybrid position offers the flexibility to work from home.
• Our office is situated in central Tel Aviv.
• Working hours are from 4:00 AM to 1:00 PM (Israel time) to accommodate the Australia region, resulting in a non-routine schedule.

Requirements:

• Strong client-facing and communication skills
• Proficiency in English
• Advanced troubleshooting and multi-tasking skills
• Customer service orientation
• Student or graduate with a Bachelor’s degree in Information Technology, Computer Science, Biology, or a related field.
• Proven working experience in providing Help Desk support – Advantage