Technical Service Analyst

GenoLogics Life Sciences Software

March 25, 2014

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at
http://www.viatec.ca/job-board/11165

Job Category: 
Technical
Job Specialization: 
Laboratory and Technical
Job
Company Overview: 

The GenoLogics philosophy is that to build a great company, you must first and foremost be a great employer. This means creating a workplace that is both inspiring and rewarding – one with shared purpose and meaning. GenoLogics produces more than world-class software; we develop solutions to help advance the early detection, prevention and treatment of diseases such as cancer. To achieve this vision, we’ve created a flat, boundaryless team environment where communication is open and decision-making is transparent. It is the creativity, energy and savvy of our people that enables our success as an organization.

GenoLogics isn’t a job – it’s an experience. What makes the GenoLogics Experience unique is the opportunity to:

  • Impact the success of a dynamic company
  • Learn and grow through challenging work and a diverse professional development
  • Surround yourself with bright, talented people selected for who they are, not only what they can do
Job Summary: 

As Technical Services Analyst you will provide exceptional business-to-business technical services to world-class research organizations from the academic, government, healthcare, and pharma sectors – those on the cutting edge of scientific innovation. Your strong customer management, technical expertise, and in-depth product knowledge will enable customers in their discovery objectives. This position requires someone who is passionate about technology and enjoys tackling complex problems, drawing on their own knowledge base and the knowledge base of others.

This position will mainly involve working with our customers on the west coast of North America as well as our growing customer base in Asia. As such, this role will require a shifted working day of approximately 12-8pm M-F. Fluency in an Asian language such as Japanese would be an asset, but is not required.

Responsibilities:

  • Provide world-class, remote customer service and technical support
  • Deploy, upgrade and configure GenoLogics’ solutions on customer systems as well as in a hosted and managed environment
  • Analyze, investigate and troubleshoot technical problems related to product configuration, systems environment and the application itself, including APIs
  • Draw on internal resources as required, to ensure successful resolution and closure
  • Advocate within GenoLogics, on behalf of customers, working with development and product management as necessary to resolve customer issues
  • Share triage duty with the rest of the team by answering phone and email requests
  • Consult with customers during implementation projects and set up the IT platform required to support our solutions
  • Track customer information and activities using established CRM tools
  • Share on-call duties with the rest of the team to maintain service levels during statutory holidays
  • Contribute to the ongoing improvement of GenoLogics’ customer support knowledge base, methods and practices

Requirements:
Must Have

  • 2+ years of business-to-business customer support experience working with enterprise client-server software solutions
  • Ability to work a shifted schedule in the office of approximately 12-8pm M-F to support our growing customer base in Asia
  • Ability to work as a team player with a “can do” attitude when handling complex situations 
  • A rigorous approach to problem solving to bring effective solutions to complex customer problems
  • Ability to manage small projects and tasks to successful completion with minimal supervision
  • Excellent written and verbal communication skills in English and a careful attention to detail
  • Excellent interpersonal skills and an ability to work with diverse groups of people
  • Bachelor’s Degree or Diploma in Computer Science, Information Technology or Life Sciences or relevant experience

Love to See

  • 5+ years business-to-business customer support experience working with enterprise client-server software solutions
  • Experience working remotely with enterprise customers in Asia; specifically Japan, Singapore and Australia
  • Fluency in any language in addition to English; Japanese would be of particular interest
  • Experience planning and implementing networks, including firewalls, proxies, and services
  • Experience as a Linux system administrator
  • Experience with database administration tools; specifically for Oracle and PostgreSQL
  • Experience with Amazon AWS tools including EC2, CloudFormation and Route53
  • Experience with Salesforce.com, JIRA and Zendesk
  • Experience with remote information gathering, remote assistance, and remote system control methods
  • Experience resolving performance, reliability or adoption problems
  • Experience scripting in Python, Groovy and Bash using a RESTful API interface
  • Knowledge and understanding of the Life Sciences industry
How To Apply: 

If you are interested in applying for this position, please email your resume and cover letter (together in one PDF attachment) to careers@genologics.com.

GenoLogics offers an attractive total compensation package including benefits. We thank everyone for their interest in this position; only short-listed applicants will be contacted. A hiring decision will be made as soon as we find the perfect candidate. Interviewing will be ongoing until such time.

GenoLogics is well positioned for success within its marketplace. GenoLogics has been a proud recipient of both the Human Resources Excellence Award and the Product of the Year Award, as awarded by the Vancouver Island Technology Association (VIATeC). For more information about GenoLogics, including corporate and career information, please visit www.genologics.com.

Other Info: