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Customer Success Analyst - Semaphore Solutions Inc.

Customer Success Analyst - Semaphore Solutions Inc.

Customer Service and Support Jobs


Who We are

Semaphore is the leading global provider of software solutions for high throughput and high complexity molecular diagnostic laboratories. Our clients are pushing the limits of genetic sequencing and other molecular diagnostic technologies to fight cancer, increase diagnostic accuracy, and improve health outcomes for the general population. We are extremely proud of our contribution to the Covid-19 pandemic response, which enabled our clients to increase critical high-volume testing capacity in their geographical areas. 

Semaphore’s culture is based on putting people first. We provide our staff with genuine support for their wellbeing, and encourage their best work through autonomy, flexibility and continuous learning. We strive to create an environment where individuals feel a connection to their role, each other and our community. 


Where We’re Going

Semaphore is embarking on an exciting new phase as we build the intelligent Laboratory Management System of the future. Our platform will provide key infrastructure to clinical genomic laboratories as they develop the full potential of genomic science. This innovative product will help to advance diagnostics and therapies that will result in improved health outcomes across the globe. We are looking to grow our team with people who are fascinated by the intersection of software and healthcare and want to be part of a purpose-driven team that is disrupting how science informs human health. 


We would love to have you working with us at our hybrid office in Victoria, BC, however, remote candidates currently eligible to work in Canada and the US are welcome to apply, subject to time zone alignment with our team(s).


Overview

With the launch of our new product, Labbit, we are excited to build our first Customer Success Analyst Team at Semaphore that will play a key part in our customers’ experience.  In this role, individuals will work directly with our customers and are an integral part of the team as we transition into a product company and grow the Customer Success organization. This role is an opportunity to develop technical skills and learn about the critical function that a platform plays within a laboratory setting. We look forward to helping the Customer Success Analyst (CSA) learn about the technical landscape of our product and contribute to customer success through the resolution and escalation of technical queries. 


About the Opportunity

Reporting to the Head of Customer Success, you will join a new team at Semaphore focused on enabling customers as their first point of contact once the platform has been implemented into their lab. You will be responsible for the triage of Tier 1 issues, routing internal requests as appropriate and escalating requests that require additional support. Issues that can be resolved at the Tier 1 level will be your responsibility to troubleshoot and close.  You will also prepare technical documentation for product usage and troubleshooting as you learn the product and how our customers are using it. 

As a CSA, you are motivated to grow your technical and product knowledge and understand the importance of self-learning, as the team builds out its initial processes and procedures. You are someone that is able to stay organized day- to-day, as you will drive process documentation while also monitoring various queues for customer reported issues. When responding to customer queries, you will action issues appropriately based on triage resources and escalation pathways.

To be successful in this role, you must be service-oriented and have strong written and verbal communication skills as this will lend well to prompt, thorough and positive support for our customers. You thrive in a dynamic team environment, and can adapt with ease to changing responsibilities throughout the day.  As this is a new role, it will be important to not shy away from asking questions or seeking clarification when needed; we are a team that values collaboration to find solutions. Experience working in the domain of genomics, clinical laboratories or in health science is an asset but not required. 

Please note, there will be an on-call component to this role, so the ability to work outside standard business hours is a key part of this role. On-call time is compensated (x-insert compensation model). 


Must Haves

  • Ability to manage Tier 1 technical issues gained through experience, education or a combination of both.
  • Strong communication skills that enable the assistance of both internal and external stakeholders through written documentation and verbal customer support.
  • Positive attitude and solutions-focused approach to providing customer support for  both internal and external questions.
  • Conscientious and detail oriented with an ability to create comprehensive  process documentation.
  • Outgoing nature and willingness to answer phone calls, emails and/or tickets or respond to queries directly with customers.


What to Expect:

Within One Month

  • You’ll start to familiarize yourself with our practices and processes
  • You’ll start learning our product and domain
  • You’ll work with the Head of Customer Success to build out process and function for the Customer Success organization
  • You’ll start to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
  • You’ll experience a company stand up and enjoy (a virtual) lunch with the team
  • Within Three Months
  • You’ll have familiarized yourself with our practices and processes
  • You’ll continue learning our product and domain
  • You’ll continue to work with the Head of Customer Success to build out process and function for the Customer Success organization
  • You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
  • You’ll start answering incoming client requests for assistance via our ticketing systems
  • You’ll start taking on call shifts to support clients with critical issues through escalation pathways
  • You’ll become familiar with our collaboration tools (Slack, Github, Jira, GSuite, and Confluence) and have engaged with our culture and channels

Within Six Months

  • You’ll be fully onboarded into our CSA role
  • You’ll work to improve our practices and processes
  • You’ll have a solid understanding of our product
  • You’ll continue learning our domain
  • You’ll continue to work with the Head of Customer Success to improve process and function for the Customer Success organization
  • You’ll continue to document your experiences and processes with our product and build out knowledge bases for future Customer Success team members, as well as clients
  • You’ll continue answering incoming client requests for assistance via our ticketing systems
  • You’ll have regular on call shifts to support clients with critical issues through escalation pathways
  • You’ll attend one of our company wide celebrations


More About Us

We offer competitive salaries, vacation, extended health/dental, flexible hours and options to work from home or remote. Our downtown office is equipped with secure, street-level bike storage and lots of sunny patio space for office events, lunch or meetings. Please note that at this time, Semaphore is working in a hybrid model and supports both remote and in-office collaboration.

If you are interested in learning more about what we do, our impact on global health and to meet our team check out our Careers Page!

Semaphore is committed to prioritizing Diversity, Equity, and Inclusion and recognizes that this commitment requires intentional learning and growth. Through our recruitment process and internal practices, our goal is to recognize and incorporate diverse perspectives into our workplace and create an environment where everyone can find a sense of belonging. We do this by actively seeking feedback from all team members, challenging the status quo, and making concrete changes as a result.


To apply for this role, please visit our Careers Page here: https://jobs.lever.co/semaphoresolutions/1b851eed-6c75-4b69-84dd-8176fd6973c4


Additional Info

Job Type : Full-Time

Location : Victoria, BC, Remote

Experience Level : Entry Level, Junior Level, Intermediate Level

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