Role Description As a Customer Support Specialist, you will report to the Customer Support Manager/Director of Customer Support and your tasks will consist of providing specialized support and resolving complex issues for customers using the Velsera products and services. - Provide specialized support to customers in the bioinformatics, precision medicine, and workflow automation fields both in and out of office hours. - Resolve complex issues related to the specialized domain or product. - Collaborate with internal teams to troubleshoot and resolve complex technical & functional issues. - Stay up to date with industry trends and emerging technologies in the specialized domain. - Document and track customer interactions, issues, and resolutions in the support ticketing system. - Contribute to the creation of support documentation, knowledge base articles, and best practices related to the specialized area. - Provide guidance and assistance to other team members as needed. - Assist in continuous improvement efforts to enhance technical support processes and customer satisfaction. - Contribute to cross-functional projects and initiatives in your area of expertise. Qualifications - Bachelor's degree or higher in a relevant field, such as bioinformatics, genomics, or a life sciences discipline. - Strong knowledge and expertise in the specialized area of technical support, such as bioinformatics, precision medicine, or workflow automation. - Proven experience in providing technical support in the specialized domain. - Excellent problem-solving and troubleshooting skills. - Strong customer service and communication skills. - Ability to work independently and collaboratively within a team environment. - Familiarity with relevant software applications, operating systems, and networking concepts. - Proficiency in using help desk software, CRM systems, and other technical support tools. - Demonstrated involvement in cross-functional projects and contributions to business-wide initiatives. - Willingness to continuously learn and expand technical knowledge in the specialized domain. - Ability to effectively communicate technical information to both technical and non-technical stakeholders. - Strong organizational and time management skills. - Ability to mentor and provide guidance to junior team members. - Assist in reducing escalations and deputize for management in their absence. - Desire to contribute to the growth and success of the company by delivering exceptional technical support and actively participating in business projects and initiatives. Benefits - A full-suite of industry leading benefits (list by location). - Remote work flexibility. Company Description Velsera was formed in 2023 through the shared vision of Seven Bridges and Pierian, with a mission to accelerate the discovery, development, and delivery of life-changing insights. We provide software and professional services across drug discovery, diagnostics, and clinical genomics. With our headquarters in Boston, MA, we are growing and expanding our teams located in different countries!

• Provide timely, empathetic, and personalized support to platform users (primarily customers); • Handle requests related to accounts, subscriptions, refunds, and various technical issues concerning the platform; • Ensure a positive user experience while resolving customer inquiries; • Turn user feedback into valuable insights for other teams, helping shape and improve the product.

• Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency. • Use next‑issue avoidance techniques in every interaction: • Ask clarifying questions to fully understand context. • Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies). • Direct customers to self‑service tools and help content to reduce repeat contacts. • Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes. • Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers. • When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer achieve their goals. • Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs. • Complete all onboarding, product, process, and refresher training on time. • Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights. • Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change. • Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA. • Act on QA and coaching feedback to continuously improve. • Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners. • Support cross‑training efforts, including rotating to new products or channels as business needs evolve.

• Monitor Customer Happiness Operations • Support AI & Automation Quality • Investigate Operational Issues • Help Keep Customer Happiness Running Smoothly