The genetic revolution is underway! Igentify has developed an end-to-end digital genetic
platform that makes genomic information more accessible and actionable for clinicians,
laboratories, and patients.
We are a strong team working on cutting-edge solutions using cutting-edge technologies.

Join us!
We’re currently looking for:

Research and Development (R&D) Team Lead
Customer Support Specialist

Responsibilities

• Manage a team of engineers, including hiring, training, and mentoring

• Prioritize, assign, and execute tasks throughout the software development life cycle

• Identify and analyze user requirements

• Optimize applications for maximum speed

• Review, test, and debug team members’ code

• Document development phases

• Code review and pull requests

Qualifications

• At least 3 years of experience as a development team lead

• 5+ years of development using spring framework (spring-boot, spring-cloud) at the back and/or

JS frameworks (Angular, Vue, React) at the front

• Software engineering degree or equivalent / technological unit alumni

• Experience with NoSQL (such as MongoDB) preferred

Responsibilities

• Resolve customer queries and recommend solutions
• Guide product users through features and functionalities
• Work closely with R&D on creating and testing new Cloud environments
• Craft serviceability documentation (e.g., user manual, release notes)
• Generate Customer Support dashboards and reports
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Handle customer calls: Complaints, suggestions, and requests for support
• Provide appropriate solutions per Q&A protocol and follow the relevant workflow to ensure successful resolution
• Provide professional customer support in order to ensure customer satisfaction
• Write the product manuals and training materials
• Manage the clients’ help desk and open tickets to other departments in company as necessary

To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

You should also be familiar with help desk software. Ultimately, you will help establish our reputation as a company

that offers excellent customer support during all sales and after-sales procedures.

Qualifications

The required experience & skill set:
• Bachelor’s Degree or equivalent
• 2-3 years of experience as a Customer Service Representative, preferably in B2B SaaS organization
• Excellent communication and presentation skills
• Quick learner of new technologies
• Working in tense operations environments, when quick resolutions are required
• Customer orientation and ability to adapt/respond to different types of characters
• Quick learner, always looking to embrace and master new technologies
• Ability to prioritize, multitask and organize workload
• Ability to work both individually and collaboratively within a team environment
• Strong written and verbal communication skills

Preferences

• Experience in software companies, preferred from digital health companies
• Experience in a startup environment preferred
• Additional language skills e.g., French and Spanish