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 750+ 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 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
- Experience with customer support
- Patience when handling difficult cases
- Experience in helpdesk operations, that include Windows and Mac clients
- Experience with regulatory and quality tasks is a plus
- Team player

**Skills**:

- Mac OS (basic knowledge on how to use the command line, being able to read logs)
- Windows OS (basic knowledge on how to use the command line, network accounts and relationships to effectively support end-users)
- Understand basic networking technologies (LAN/WAN and wireless)
- Highly skilled in documenting written troubleshooting steps and instructions
- Atlassian JIRA & Confluence 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**

**Starting Date**: ASAP

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

**Contract**: Full-Time, Permanent