Are you exceptionally organized, a strong communicator, and someone who thrives in a fast-paced, dynamic environment? Are you excited by the idea of joining an international Customer Support Team that plays a direct role in improving the lives of cancer and rare disease patients?
If this sounds like you and you are driven by purpose, join the SOPHiA GENETICS Customer Services Team as our Junior Support Specialist (6 Month Contract), and enable us to make a positive impact on the outcomes for cancer and rare disease patients worldwide.
This role is a 6 month contract, and is a hybrid opportunity, requiring 3 days onsite our corporate office in Rolle, CH.
Our Mission
We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.
Your Mission
As our Junior Support Specialist (6 Month Contract), you will be responsible for account management requests, ticket preparation and triaging, first-level support with a focus on IT issues. To be successful in this role, you should be an excellent communicator, pay attention to detail and be good at following processes and suggesting improvements.
The vale you bring
1. Manage account management requests:
2. Create customer accounts
3. Add/remove users
4. Data entry
5. Prepare support tickets: collect necessary information, prioritize, assign to the right team, summarize the investigation
6. Follow up with expert teams to ensure a fast tickets resolution
7. Deliver first level support to our customers in a timely and accurate way
8. Master customer communications (tickets and phone support)
9. Collaborate with Customer Support Specialists in different locations such as Australia, France, Switzerland, and the US
10. Facilitate seamless communication between different SOPHiA GENETICS teams
11. Create and update Support documentation
Requirements
12. Bachelor's degree in a technical field or equivalent technical experience
13. Must be fluent to a business level in English, additional languages are a plus
14. Mac and Windows OS user
15. Experience with ticketing system/support operations is a plus
16. Atlassian JIRA & Confluence knowledge is a plus
17. Experience with support documentation/user manual is a plus
18. Excellent communication and problem-solving skills
19. Customer oriented (internal and external customers)
20. Team player
21. Attention to detail
22. Structured and organized
Benefits
You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.
Business recognition and accolades include:
23. World's most innovative companies (Top 10)
24. World's smartest companies (Top 50)
25. 100 Best Places to Work in Boston (2022-2025)
26. Top 10 European Tech Startup
27. Top 10 European biotechs startup to watch
28. Top 25 East-Coast Biotech to watch
Our benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:
29. Sickness and Accident coverage through Helsana
30. Meal Vouchers at 90CHF PM with our partner cafeteria
31. A fun and engaging work environment, with Rest & Entertainment space, full stocked free coffee machine and free fruit
32. Free parking in an easy to access location
33. A strong social committee whose purpose is to make SOPHiA GENETICs both enjoyable as well as rewarding
34. As our global HQ, you'll have direct interaction and exposure to senior leadership and our executive team locally
Our DNA
Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous
Our Virtues
At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action. We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.
At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal
Starting Date: ASAP
Location: Rolle, Switzerland - (Hybrid, 3 Days Per Week)
Contract: Temporary (6 Month Contact)