Customer Support Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the initial point of contact for tick@lab Support in the APAC region.

• Address issues submitted via the web-based support portal.

• Manage customer communication from the first interaction until resolution.

• Prioritize and escalate urgent matters to ensure service levels are met.

• Collaborate with Technical Support, Configuration, Product, and Development teams on complex issues.

• Coordinate regional coverage with the APAC Technical Support Specialist.

• Ensure accurate ticket records are maintained and keep customers updated through the support hub.

• Conduct regular check-ins with designated customers.

• Host quarterly community meetings for the APAC region.

• Assist in organizing the biennial APAC User Group Meeting.

• Apply regional regulatory requirements to support services, meetings, and events.

• Collaborate on account health and training requirements.

• Provide technical training to clients.

• Advocate for the needs of APAC customers and relay feedback to Product and Development teams.

• Foster relationships with global Support, Product, Development, and regional Sales teams.

• Manage onboarding and training, including in-person training sessions with the US team.

⛳️ Requirements

• Bachelor of Science in Biology or a related life science field.

• Minimum of one year of experience in a customer-facing or client support position.

• Ability to quickly learn software and troubleshoot user issues.

• Excellent written and verbal communication skills.

• Capability to manage escalations and advocate for customers in a professional manner.

• Experience in facilitating virtual meetings with customer groups and fostering relationships at all levels.

• Strong organizational skills and a keen attention to detail.

• Ability to prioritize diverse workloads and respond swiftly to urgent matters.

• Capacity to work independently and exercise sound judgment regarding when to resolve, escalate, or seek assistance.

• Full working rights in Australia.

• Experience in animal research is highly valued.

• Background in supporting customers within a technology or SaaS environment is preferred.

• Familiarity with the Australian Code for the Care and Use of Animals for Scientific Purposes and Animal Ethics Committees is a plus.

• Knowledge of animal research regulatory requirements in New Zealand and the broader Asia-Pacific region, or the ability to quickly acquire this knowledge, is desirable.

• Experience with colony management, laboratory information, or similar database systems is advantageous.

🏝️ Benefits

• Superannuation.

• Benefits aligned with Australian employment standards.

• Flexible work schedule with adjusted hours.

• Structured onboarding and continuous learning opportunities.

• In-person training with the global Support team.

• A culture that promotes belonging, collaboration, and fairness.

• Year-round celebrations of heritage and diversity.

• Community engagement through YX Gives.

• Genuine influence on product development.