Product Support Specialist

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. 

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.

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

Responsibilities:

• 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