Customer Technical Support (Level 1)

ValGenesis is looking for various Customer Technical Support (CTS1) career opportunities based in Tampa, Florida office. Our CTS1 representatives need to have strong communication skills to support our customers through telephone support to help answer questions and provide assistance to the customer while adding value and remaining patient. Our CTS1 representatives will learn how to use our VLMS platform and help the customer with inquiries while troubleshooting the basic challenges our customers face. This opportunity will serve as the front-line to help resolve customers’ inquiries.

Learn more about working for ValGenesis, the de facto standard for paperless validation in Life Sciences: https://www.youtube.com/watch?v=tASq7Ld0JsQ

What You’ll Be Doing (Responsibilities):

· Be responsible for owning technical customer issues including reporting and resolving inquiries about the VLMS platform

· Communicate directly to assist customers via telephone and email to answer inquiries while focusing on delivering excellent customer service

· Walk customers through screen sharing and technical demos to enhance learning

· Research, explore, and document technical issues and produce enhancement opportunities, communicating trends to internal stakeholders

· Partner with CTS team to manage customer questions and escalate to CTS2 (level 2) representatives for more complex inquiries as needed

What We Are Looking For (Requirements):

· Bachelor of Science (B.S.) degree; major in science or engineering OR 2+ years’ relevant experience delivering technical support at a SaaS company

· Strong desire to focus on the customer; demonstrate strong customer service skills

· Excellent communication skills (written and verbal)

· Familiarity and affinity toward technical concepts, standards, and procedures

· Willingness to learn and articulate technical concepts in simple and understandable ways for your average person

· A passion for focusing on results and being part of a winning team

· Able to work both collaboratively and independently in a fast-paced environment

· Strong emotional intelligence and patience

· Demonstrate integrity, respect, and commitment to the workplace

· Able to work with minimal supervision

· Openness to work various shifts: 10 am – 7 pm

The Nice to Haves (Preferred Qualifications):

· Additional knowledge of foreign languages

· Prior experience supporting a fast-growing organization

· Successful track record of managing ongoing client relationships

About Us:

ValGenesis is a fast-growing global software company that enables global life science companies to achieve new levels of efficiency and productivity. We are proud to partner with 30 of the top 50 global pharma and biotech companies.

Our flagship Validation Lifecycle Management System (VLMS) is the first enterprise software solution to manage the corporate validation lifecycle process 100% electronically. As a first mover in the industry, ValGenesis’ innovation drives significant cost and time savings in the healthcare space. VLMS is the system of record for all types of validation processes and is becoming a de facto standard for paperless validation across the life science industry.

Benefits:

ValGenesis provides a competitive base salary, top tier benefit options inclusive of health, dental, vision, Observance of Company Holidays, and PTO (paid time off). We are searching for talent that is driven to execute results to help us accomplish our goals, while remaining committed to customer success, collaborating cross-functionally, openly communicating, and operating with responsibility.

ValGenesis is an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to race, age, national origin, religion, marital status, sexual orientation, ancestry, color, gender identity/expression, family / medical care leave, genetic information, medical condition, physical/mental disability, political affiliation, status as a protected veteran, status as a person with a disability, or other characteristics protected by laws or regulations.