a-tune (a Transnetyx company) | Australia (remote), Melbourne or southern Australia preferred | Full time
Location: Fully remote, home-based in Melbourne or Southern Australia (AEST/AEDT)
Department: Support & Service Delivery
Travel: Up to 10% of the time, domestically and internationally. This may include onsite customer visits once you are fully trained, the APAC User Group Meeting every second year, and in‐person training or team meetings.
Compensation: $85,000–$100,000 AUD per year, plus superannuation, depending on qualifications and experience.
About the role: Do you have a background in life science or animal research, and enjoy solving problems and building relationships? Join a-tune as our Customer Support Specialist for the Asia‐Pacific region and become the trusted voice of the customer for research institutions using , our animal colony management software.
Our APAC community is highly engaged and values having a dedicated advocate in the region. You will be that person. Your day‐to‐day will focus on supporting the customer.
As you grow in the role, you will take on more regional customer care and Voice of the Customer work, becoming the primary communication channel between APAC customers and our global teams.
What you'll do
Customer support (your core focus)
- Be the first point of contact for Support in APAC, resolving issues submitted through our web‐based support portal.
- Own customer communication from first contact through resolution, prioritising and escalating urgent issues to meet service levels.
- Partner with Technical Support, Configuration, Product and Development when an issue needs deeper expertise, and coordinate regional coverage with our APAC Technical Support Specialist.
- Keep accurate ticket records and keep customers informed of updates through the support hub.
Regional customer care and community
- Lead regular check‐ins with assigned customers to review open items, listen to concerns and esc...
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