[Hiring] Customer Support Specialist @Transnetyx

Role Description

Do you have a background in life science or animal research, and enjoy solving problems and building relationships? Join a-tune as our Customer Support Specialist for the Asia-Pacific region and become the trusted voice of the customer for research institutions using tick@lab, our animal colony management software.

Our APAC community is highly engaged and values having a dedicated advocate in the region. You will be that person. Your day-to-day will focus on supporting the customer. As you grow in the role, you will take on more regional customer care and Voice of the Customer work, becoming the primary communication channel between APAC customers and our global teams.

Qualifications

• Bachelor of Science in Biology or a related life science discipline.
• At least one year of experience in a customer-facing or client support role, such as supporting customers, researchers or facility users.
• Ability to learn software quickly and troubleshoot user issues using sound analytical and problem-solving skills.
• High-level written and verbal communication skills, including explaining technical information clearly to customers and stakeholders at all levels.
• The ability to stay calm, confident and professional when managing escalations and advocating for customers.
• Experience facilitating virtual meetings with customer groups and building relationships at all levels, including institutional leadership.
• Strong organisational skills, attention to detail and the ability to prioritise a varied workload and respond promptly to urgent issues.
• The ability to work autonomously as our sole team member in the region, with sound judgement on when to resolve, escalate or seek guidance.

Requirements

• Experience in animal research, such as working as an animal technician, colony manager or in a similar role within a laboratory or research animal facility.
• Experience supporting customers in a technology or software-as-a-service (SaaS) environment.
• Familiarity with the Australian Code for the Care and Use of Animals for Scientific Purposes and working with Animal Ethics Committees.
• Awareness of animal research regulatory requirements in New Zealand and the wider Asia-Pacific region, or the ability to develop this knowledge quickly.
• Experience using colony management, laboratory information or similar database systems.

Benefits

• Structured onboarding and ongoing learning, including in-person training with our global Support team.
• A culture of belonging, collaboration and fairness, with year-round heritage and diversity celebrations and community giving through YX Gives.