Portfolio Company Positions

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 Software Team. *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 specialize in providing comprehensive cross-functional and biotechnical support to various teams, including Genetic Services, Operations, Shipping, Sales, IT, and project-related initiatives. Your commitment is to assist internal and external customers with analysis, research, and proactive solutions while ensuring swift communication and proper handling of researcher inquiries. You'll provide cross-functional support across multiple departments, with an emphasis on Colony and AMI software support, offering software training and proactive solutions. 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. 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.

www.transnetyx.com/careers

The Role (Essential Functions and Duties)

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:

• Provide daily support to internal and external customers through multiple communication channels, promptly and proactively addressing researcher inquiries.
• Offer technical product support and ticket resolution for Transnetyx services globally, utilizing telephone, email, and chat applications.
• Field and investigate researcher inquiries, document customer concerns, and resolve complex technical requests while adhering to established protocols.
• Escalate advanced technical inquiries to the appropriate teams and manage support inquiries related primarily to colony management software, including but not limited to customer troubleshooting, order management, feedback, and account management.
• Troubleshoots or resolves complex technical requests, including software features and functionality, excel-based data import errors, strain and genetic mutation set-up, and automated genotyping order and genetic results interpretation.
• Work within the Genetics Services department, striving to become an expert in all Transnetyx services, effectively communicating their functionality to customers.
• Utilize technical knowledge to educate users on various topics, identify and resolve customer problems, including software bugs, errors, and usability issues.
• Identify opportunities to promote additional software products, upgrades, or related services to existing customers.
• Produces training tools and reference materials and delivers technical instruction to other specialists and other teams within their organization.
• Provides Product Information by offering detailed information about software features, updates, and benefits.
• Troubleshoot and resolve software issues, offering step-by-step guidance to help customers overcome technical challenges.
• Actively participate in business meetings, offer suggestions to enhance software support processes based on observations, and assist in testing new software releases.

Transnetyx is rated by its employees as a Top Workplace six years in a row in Memphis, Tennessee, where our headquarters is located along with National Recognition as a USA Top Workplace for three consecutive years (2022-2024). We give credit to our strong culture and a team made up of unique individuals who are focused on living our YX 10 Values and serving our company’s mission, serving the research community.

WHAT YOU WILL BRING (Qualifications)

EDUCATION: Bachelor’s degree is preferred but not required.

EXPERIENCE: Five or more years of experience in a relevant industry with solid customer service, CRM systems knowledge, and administrative system training.

1-3 years proven success working directly with customers within a technology SaaS company preferred.

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 skills (verbal and written).

Must possess basic Microsoft Excel knowledge.

•Must address issues quickly, creatively, innovatively, and 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.

ADDITIONAL SKILLS/ COMPETENCIES:

•Must be comfortable utilizing computers, working in multiple systems, and have a working knowledge of Microsoft Office products.

•Exhibit a highly organized individual who works well in a team environment and performs effectively on their own.

•Demonstrate excellent analytical skills, the ability to troubleshoot, and the ability to cultivate business relationships based on trust and professionalism.

• Proficiency in problem-solving, with the ability to diagnose and resolve technical issues.

•Must have an excellent understanding of different operating systems and devices.

• Knowledge of mouse animal husbandry is highly beneficial but not required.

PHYSICAL DEMANDS:

Physical activities may include sitting, standing, hearing, seeing, 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.

www.transnetyx.com/careers

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. California residents have additional rights.

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.