Customer & Product Solutions Specialist (Memphis, TN onsite role, 12:00-8:00 P.M.)
Transnetyx
Job Details
Description
Company Description
Transnetyx is a Global Biotechnology Software Company. We've built an entire suite of services to help streamline research, so that researchers can focus on what matters most – research that leads to discovery. And supported by a dedicated team of people ready to deliver an exceptional experience.
Transnetyx is headquartered in Memphis, Tennessee, dedicated to advancing research. Since 2000, Transnetyx has genotyped over 25 million samples worldwide with 99.97 percent accuracy, serving thousands of researchers in universities, hospitals, and bioscience companies globally. The company's mission is to help scientists accelerate research by removing redundant tests and optimizing resources through automation.
Transnetyx is seeking a full-time Customer & Product Solutions Specialist to join our team from 12:00-8:00 PM CST in Memphis, Tennessee. *This role is required to work from the office at 8110 Cordova Road, Suite 119, Cordova, Tennessee for the duration of the training. If you have a passion for helping customers identify solutions that meet their needs and have an interest in biotechnology, then this position is for you!
You will play a key role in providing cross-functional and technical support across multiple departments, including Genetic Services, Operations, Shipping, Sales, IT, and other project-related teams. Your focus will be on delivering high-quality assistance to both internal and external customers through in-depth analysis, research, and the development of proactive solutions. You will ensure timely communication and appropriate escalation of researcher inquiries, demonstrating a commitment to efficiency and customer satisfaction. You will model appropriate behavior as exemplified by the YX values, mission, and vision of Transnetyx.
*This position offers hourly pay with a comprehensive benefits package. Upon successfully completing tier training (training hours 8:00-5:00 PM CST), the candidate must be willing to work from 12 PM CST to 8 PM CST, Monday through Friday.
*This role is required to work from the office at 8110 Cordova Road, Suite 119, Cordova, Tennessee for the duration of the training.
*Upon successfully completing tier training, the candidate may have the option to work in a hybrid schedule approved by their manager (working both in the office on Cordova Road and at their home office).
If you haven’t already, we invite you to visit our Careers website to learn more about our Mission and Vision, our Award-Winning Culture, and why our employees have ranked us a Top Workplace six years in a row. We are honored to be recognized as a Top Workplace in the U.S. three years in a row featured in USA Today.
The Role
WHAT YOU WILL BE DOING DAY TO DAY
Dependent on the team member’s specific job function and responsibilities within the Customer Solutions team, functions may include but are not limited to the following:
- Provides technical product support and ticket resolution for all Transnetyx services via telephone, email, and chat applications to assist the Genetic Research Community globally.
- Fields and Investigates researcher’s inquiries to provide accurate, proactive, responses and document any customer concerns using CRM and Microsoft technology.
- Troubleshoots or resolves complex technical requests, including genetic results interpretation, multi-product order questions, and status of expected results while referencing established protocols.
- Escalates advanced technical product inquiries, registration inquiries, and other internal or external inquiries to appropriate team(s).
- Resolves all support questions related to customer shipping needs, order management, customer feedback, and account management.
- Trains to become a product expert of Transnetyx services and be able to articulate functionality to customers.
- Continuously expands knowledge of the TYX suite of services to effectively provide technical support through chat, email, and telephone.
- Assists customers with TAGCenter support by monitoring coordination for sample deliveries, missed shipments and sample pick-ups.
Additional Functions
- Assists in the design and specifications of Transnetyx systems.
- Maintains and keeps up to date on product knowledge, technical specifications, performance, etc. on all current and future products to assist the research community.
- Create and Achieve department goals in the areas of client satisfaction and other established performance metrics.
- Attends Customer Solutions Call, 1:1s, and successfully completes tiered training program.
- May provide after-hours assistance if needed.
- Documents and reviews all feedback and suggestions from customers and sales representatives to make constant improvements to department and company.
Qualifications
WHAT YOU WILL BRING
EDUCATION: Bachelor’s degree is preferred, but not required.
EXPERIENCE: Five or more years of experience in the relevant industry with solid customer service, CRM systems knowledge, and administrative system training.
*This position offers hourly pay with a comprehensive benefits package. Upon successfully completing tier training, the candidate must be willing to work from 12 PM CST to 8 PM CST.
*Successful candidate will be required to work from the office at 8110 Cordova Drive for the duration of the training. *Upon successfully completing tier training, the candidate may have the option to work in a hybrid schedule.
REQUIRED SKILLS:
•Must possess strong people skills and can work cooperatively and collaboratively with all levels of employees, management, and third parties to ensure quality customer service. •Must possess outstanding communication (verbal and written) •Must have the ability to address issues quickly, creatively, and innovatively proactively. •Must be sociable, flexible, adaptable, and energetic. •Must be studious, attentive to detail, prioritize, and multi-task using strong time management, project, and organizational skills. •Must be able to work independently and proceed with objectives with no supervision. •Ability to actively listen to and anticipate customer needs. •Must demonstrate a strong work ethic, including incredible personal drive, motivation, discipline, and initiative, including working independently and as a part of a team. •Must be comfortable with answering phones, utilizing computers, working in multiple systems, and have a working knowledge of Microsoft Office products. •Comfortable working in a fast-paced, accuracy-driven environment.
EMOTIONAL INTELLIGENCE:
•Driven by empathy and a desire to support others. •Pursues learning, engagement, and growth. •Emulates Transnetyx Values. •Listens to Understand. •Assumes Positive Intent of Others and Self.
PHYSICAL DEMANDS: Physical activities may include sitting, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
Why You'll Love Us:
Our company’s mission is to provide the most efficient path to discovery for researchers across the globe. Transnetyx has the technology and processes to provide faster, easier, and more accurate results worldwide to biomedical researchers. By optimizing resources, Transnetyx has paved the way for research to advance and deeper understandings to emerge.
Transnetyx has genotyped more than 30 million samples in 24 or 72 hours with 99.97% accuracy, and introduced a full suite of complementary services, including Genetic Monitoring, Microbiome Analysis, Transnetyx Tissue, and the Colony + AMI software. Everything we do and where we focus our energy and talent adds to the amazing work already being done to serve the scientific community.
We are proud of our unique culture of high-performers who LOVE what we do and can be bold in holding ourselves and one another respectfully accountable for the kind of workplace where we can all thrive!
We offer an extensive array of benefits designed to support your health, well-being, and professional growth. Here’s what you can expect:
- Health Insurance
- Life Insurance
- Dental Insurance
- Vision Insurance
- 401(k) and matching
- Health Savings Accounts (HSAs)
- Medical Flexible Spending Account
- Dependent Care Flexible Spending Account
- Tuition Reimbursement
- Health & Wellness Programs
- Vacation Leave
- Sick Leave
- Holiday Pay
- Paid Time Off
- Paid Parental Leave
- Long-Term Disability
- Short-Term Disability
- Reimbursements
About Transnetyx
Visit our Careers website to learn more about our benefits and perks, our commitment to Diversity, Equity, Inclusion and Belonging, and why our employees choose Transnetyx.
DEI Statement:
We are committed to building and developing diverse teams so that we can better understand and serve the multifaceted cultures and identities of our customers.
At Transnetyx, our DEIB efforts focus on uplifting the experiences and perspectives of underrepresented groups and doing the work that draws out the best in all of us.
EOE Statement:
Transnetyx is an equal opportunity employer/affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. Applicants needing accommodations during any step of the interview process may contact Human Resources.
U.S. Candidates: *Reasonable Accommodations will be made in accordance with the American with Disabilities Act.
Founded in 2000, Transnetyx is dedicated to helping scientists accelerate research with fast, easy, and accurate real-time PCR genotyping. We are the trusted automated genotyping resource for thousands of researchers in universities, hospitals, and bioscience companies around the world.
We offer more than an amazing career but a safe workplace where every employee has a voice. We emphasize our positive culture by challenging employees to live by our core values - the YX Ten. We also offer an array of benefits including a comprehensive benefits package for full-time employees, along with notable offerings to our part-time employees, generous paid time off, wellness benefits and initiatives, health reimbursements, and medical coverage starting the day of your employment with no waiting period. For a more comprehensive list, please visit our careers website at www.transnetyx.com/careers.
Transnetyx is an equal opportunity employer/affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status. Applicants needing accommodations during any step of the interview process may contact Human Resources by phone at 901.507.0476 or by email at HR@transnetyx.com.
When you apply for employment with Transnetyx, we will process your application data, background, including your employment and education history, assessments, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy.
Transnetyx participates in the E-Verify program in locations as required by law.
This link leads to the machine-readable files that are made available in response to the federal Transparency in Coverage Rule and includes negotiated service rates and out-of-network allowed amounts between health plans and healthcare providers. The machine readable files are formatted to allow researchers, regulators, and application developers to more easily access and analyze data.