Location: remote – Central Time Zone
REMOTE POSITION: Ideal location is in the Central Time Zone
Invitae is a rapidly growing genetic testing company driven by the mission to expand access to high-quality, comprehensive, low-cost genetic testing. To support this growth, Invitae is looking to add a CancerGene Connect Specialist to our team. CancerGene Connect is an online risk-assessment tool that provides a pre-appointment customizable questionnaire. The Product Specialist will be responsible for working with healthcare institutions nationally to support the daily use of the software by being the first point of contact for troubleshooting and resolving user service issues. The ideal candidate will have a background in customer experience and software support in addition to a knack for learning new technologies.
What you will do:
Manage the customer service pipeline and interface with the web development team to provide seamless and reliable product support
Intake customer service requests, troubleshoot technical issues and translate requirements to the web team’s ticket system for development
Contribute to product enhancement planning in coordination with Commercial stakeholders and Product Owner
Adopt a mindset of continuous process and platform improvements that will enhance the user experience.
The Product Specialist should have a finger on the pulse of the user’s needs and product wishlists and be able to evaluate the applicability of those features for product enhancements
Provide comprehensive training for CancerGene Connect users to ensure an optimal experience with the software.
All users of the tool receive complimentary training when they onboard. The Product Specialist will train users on the use of the tool and answer common questions
The Product Specialist will manage any additional training needs, including on-boarding of new hires at customer institutions, login and credentialing of new users, and basic troubleshooting of accessibility issues
What you will bring:
Bachelor’s degree preferred
Experience in healthcare a plus, but not required
2+ years of experience working in a client-facing role in a work setting that is customer obsessed
Exceptional oral and written communication skills
Excellent organizational and multitasking capabilities
Enjoys problem-solving in a dynamic and rapidly changing environment
A truly great teammate who works well with others cross functionally to find common ground and constructively solve issues as they arise
Ability to think big picture while also focusing on the details of a situation that are causing problems for a client
Experience using Google Apps, Mac OS X, and CRM applications such as Salesforce
Experience with git (sourcetree), IDEs (visualstudio) and basic front-end software development including JSON and HTML (2 years)
At Invitae, we value diversity and provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.
Client Services , Computer & IT , Project Management , Web Design
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