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Enterprise software for genomic medicine

Technical Support Specialist

$55k – $70k • 0.0% – 0.2%
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Position Description:
Our software is used by doctors, genetic counselors, and other research/medical professionals to diagnose and treat people with genetic diseases. Our work puts better tools in the hands of care providers, so that patients can benefit from the latest in genetics research.

Developing good software is just one part of our mission. Equally important is making sure that users have a positive experience with our software and are able to quickly resolve any issues they encounter. Our support staff serve as the vital connection between our team and the first-hand experience of our users, including any pain points. They keep our users happy by resolving immediate problems, while simultaneously providing feedback to the product development team in order to prevent similar problems in the future. As a support staff member, you would gain a deep understanding of the product, interact with people across the company, and most importantly, establish direct relationships with our users.

You would:
Be part of the first line of support for users experiencing issues with our software
Work directly with our users on a daily basis, establishing personal relationships with them
Communicate with users by email, phone, webconference, and live web chat
Work with our user-base, many of whom are highly educated and working at the forefront of clinical genetics and genetics research
Respond to user feedback and requests in a prompt, professional, and positive manner
Carry out in-depth technical investigations of user-reported issues in PhenoTips and other applications, communicating and documenting your findings (using Atlassian Jira and other tools)
Address basic issues on your own, while escalating more complex issues to other team members
Develop a strong working knowledge of our software so as to quickly understand user issues and offer potential solutions
Contribute to a range of client communications, including training materials, user guides, tutorials, and knowledge-base articles
Lead training sessions for users (by video conference or in person) consisting of software demonstrations, presentations, and Q&A

Required qualifications:
Excellent English written and verbal communication skills, passion for clear and effective communication
2+ years experience working with database software or enterprise software (e.g. CMS, CRM, SCM, ERP)
2+ combined years in one or more of the following roles:
Customer support/service for a technology product
Software testing and/or quality assurance (QA)
Software development
User experience design
Excellent customer relations skills
Strong multitasking and time-management skills
Ability to learn the basics of relevant technical topics, including medical informatics and the software development lifecycle (science, technology, engineering, or math (STEM) background strongly preferred)
A basic understanding of how web-based software works
Baccalaureate degree from an accredited college or university

Preferred qualifications:
Experience working in a team that supports software users
Software development, information technology (IT), devops, and/or Linux administration skills
Knowledge of medical informatics and/or healthcare practice
One or more university degrees in science, technology, engineering, or math (STEM) subjects
Experience with issue tracking software (Atlassian Jira preferred)

You can expect from us:
A working culture and environment that respects and accommodates family and other non-work commitments
The potential for boundless growth within the company, including regular interaction with executives and promotion based on performance
The opportunity to impact all areas of the company, from making technical decisions to building company identity, to improving company culture
Global collaboration on a regular basis, including work-related travel (if desired, not required) and communication with other academic and industry groups in our domain
A healthy working style that promotes maximum productivity, with overtime only in extreme circumstances
Flexibility (within reason) with regards to workday start and finish time
Flexibility to work remotely in order to accommodate certain situations

Competitive salary
Generous Health Spending Account allowance (with broad benefits including dental, medical, vision, etc., and with coverage for dependents)

This is a full-time, on-site position located at our downtown Toronto office. We will only contact applicants selected for an interview. Gene42 is strongly committed to diversity and welcomes applications from underrepresented minorities.

Meet your team

People you would work with in this role

Orion Buske

Avatar for Orion Buske
CEO at @PhenoTips • Better data for genomic medicine • PhD from @University of Toronto @Hospital for Sick Children • Worked on RareConnect, Matchmaker Exchange

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