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 Services Specialist Lead (IT) 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.
The Customer?Services Specialist?Lead (IT) reports to the Customer Support Manager - Level 2 and is mainly responsible for managing customer cases, guiding customers to success by providing Level 2 customer support, and liaising with Level 3 resources as needed for the resolution of reported customer incidents and requests. This person will work closely with the Level 3 IT resources to train and share knowledge to improve the resolve rate and resolution time of IT client support cases.
Main Responsabilities
Level 2 Customer Support responsabilitites :
- Assess priority and urgency of assigned incidents/requests and handle accordingly,
- Identifies, researches, and resolves technical problems;
- Ensure ticket status is always current and clear;
- Adhere to business rules regarding client communications;
- Escalate to Level 3 support teams as needed and follow up to ensure questions are being promptly addressed;
- Reassign tickets and update ticket status prior to scheduled time off;
- Review log files and other data as provided by client;
- Search knowledge base for known solutions and create documentation for solutions that are not documented
- Search code base to investigate and debug errors;
- Attempt to view and simulate errors by gaining access to client accounts;
- Request access to systems and data as needed through ISD process;
- Ensure the resolution of the incident/request is clearly stated and ticket is labeled properly for analysis and reporting;
- Perform or participate in Root Cause Analysis (RCA) as needed;
- Create and update support documentation.
- Gather and document customer feedback and collaborate with Level 3 IT resources, Data Science, and Software Engineering teams to improve SOPHiA GENETICS products and documentation
- Mentor and train other members of the support team
- Establish a lab environment to simulate and test potential resolutions to customer issues.
Requirements
- Bachelor’s degree in computer science (or equivalent)
- 3-5 years of experience in a software engineering, consulting, or technical role
- Working experience with server technologies and solution building, including virtualization; Microsoft Azure Cloud Services (architecture, technologies, SaaS), network storage systems and data center services
- General programming and scripting experience are required Python, Java, MySQL
- Advanced understanding of IT/Networking concepts including client and server operating systems, Active Directory, LDAP and network management (TCP/IP, DHCP, DNS, firewalls, proxy servers)
Other requirements
- Strong interpersonal, written and oral communication skills including the ability to confidently present proposals
- Excellent time management, particularly the ability to effectively prioritize and execute tasks in line with business objectives
- Office 365, MAC and Windows OS
- Excellent English verbal and writing skills. Any additional language is a plus
Benefits
You will be joining an organisation with the patient at the heart of every decision and action, driven by purpose as we drive exponential growth.
Business recognition and accolades include:
- World's most innovative companies (Top 10)
- World's smartest companies (Top 50)
- 100 Best Places to Work in Boston
- Top 10 European Tech Startup - 2020
- Top 10 European biotechs startup to watch