Customer Support Specialist (MUST be located in the United Kingdom)

Description

To shape our future at a-tune, we are hiring a full-time team member to join our Customer Support Team in the United Kingdom.  You are responsible for supporting the needs of a-tunes global clients utilizing the tick@lab product. Your role's primary responsibility is troubleshooting issues submitted by clients. This position works directly with a client through a web-based portal providing assistance to the tick@lab software suite.

Models appropriate behavior as exemplified by the YX Ten core values, mission, and vision of Transnetyx.

Our ideal team member is located in the United Kingdom as you will support our U.K. and European customers.  The most successful team member will have 1-3 years proven success working directly with customers within a technology SaaS company, have knowledge of animal research and may have even worked in a lab.  Your Mother Language is English, although languages of French and German are beneficial, they are not required.

If you haven’t already, we invite you to visit our Careers website to learn more about our Mission and Vision, our Award-Winning Culture, and why our employees have ranked us a Top Workplace six years in a row. We are honored to be recognized as a Top Workplace in the U.S. two years in a row featured in USA Today.

www.transnetyx.com/careers

The Role

WHAT YOU WILL BE DOING DAY TO DAY 

• Provides world class customer service for our international client base.
• Manages client issues; including prioritization and escalation; ownership of communication from start to resolution.
• Maintains well organized and detailed records of client interactions and solutions on issues.
• Communicates and coordinates with internal departments as needed on issues.
• Collects and shares customer feedback and data for product improvement.
• Conducts independent study to expand knowledge of the business scope of the software.
• Provides technical training for client as needed.
• Attends remote and onsite meetings with a customer QC staff to discuss project specifications and procedures, as required.
• Travels domestically and internationally as needed.
• Performs other duties as assigned.

a-tune software AG is a medium-sized company with locations in Darmstadt, Germany (headquarters), and supports the USA and worldwide activities in 20 countries. Data and process management in research are our core topics. Research-driven organizations worldwide use our software to find remedies and vaccines to fight diseases such as COVID-19 and cancer. 

Transnetyx is rated by its employees as a Top Workplace six years in a row in Memphis, Tennessee, where our headquarters is located along with National Recognition as a USA Top Workplace for three consecutive years (2022-2024). We give credit to our strong culture and a team made up of unique individuals who are focused on living our YX 10 Values and serving our company’s mission, serving the research community.

Qualifications

WHAT YOU WILL BRING

EDUCATION:

• Bachelor’s degree in Biology or other related Science degrees preferred.

PROFESSIONAL EXPERIENCE/KNOWLEDGE:

• 1-3 years proven success working directly with customers within a technology SaaS company. 
• Must have knowledge of animal research, bonus if you have worked in a lab.
• English (Mother Language)
• French and German not required but beneficial

Additional Skills/ Competencies:

• Strong technical aptitude and excellent communication skills, both verbal and written.
• Strong analytical and problem-solving skills.
• Excellent time management skills, a strong sense of urgency and flexibility to handle critical cases.
• Strong organizational skills and high attention to detail.
• Ability to learn quickly with little direction or oversight.
• Ability and willingness to travel up to 10% of the time.

Why You'll Love Us:

Our company’s mission is to provide the most efficient path to discovery for researchers across the globe. Transnetyx A-TUNE has the technology and processes to provide faster, easier, and more accurate results worldwide to biomedical researchers. By optimizing resources, Transnetyx has paved the way for research to advance and deeper understandings to emerge.  

We are proud of our unique culture of high-performers who LOVE what we do and can be bold in holding ourselves and one another respectfully accountable for the kind of workplace where we can all thrive! 

We offer an extensive array of benefits designed to support your health, well-being, and professional growth.  

About A-tune & Transnetyx

Visit our Careers website to learn more about our benefits and perks, our commitment to Diversity, Equity, Inclusion and Belonging, and why our employees choose Transnetyx.

www.transnetyx.com/careers

DEI Statement:
We are committed to building and developing diverse teams so that we can better understand and serve the multifaceted cultures and identities of our customers.

At Transnetyx, our DEIB efforts focus on uplifting the experiences and perspectives of underrepresented groups and doing the work that draws out the best in all of us.

EOE Statement:
Transnetyx is an equal opportunity employer/affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. Applicants needing accommodations during any step of the interview process may contact Human Resources.

Transnetyx is an equal opportunity employer/affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. Applicants needing accommodations during any step of the interview process may contact Human Resources by phone at (+1) 901.507.0476 or by email at HR@transnetyx.com.

When you apply for employment with Transnetyx, we will process your application data, background, including your employment and education history, assessments, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California, UK and European residents have additional rights.

Transnetyx participates in the E-Verify program in locations as required by law.

This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.