Solutions Specialist, Software-Guided Animal Husbandry

Dynanet Corporation • Bethesda, MD

6d • Onsite

About The Position

In this role, you will primarily provide comprehensive support to users of the Colony + AMI animal husbandry software platform. You will also provide cross-functional and biotechnical support to address the customers’ needs, including genotyping services, operations, shipping, and IT. Your primary commitment is to assist customers using the Colony + AMI software platforms with daily support inquiries received via LiveChat and ticketing systems. You will interface regularly with the Sales leadership team at our partnered company. In addition, you will interface regularly with the Colony + AMI Implementation team and the scientific lead at Dynanet. Together, you will collaboratively provide solutions to customer problems that enable them to achieve rigor and efficiency in their research.

Requirements

• 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 understand mouse husbandry/animal science.
• 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.
• Must actively listen and anticipate customer needs.
• Possess Strong written and verbal communication skills.
• Highly organized with the ability to prioritize, balance, and effectively advance multiple competing priorities in a high-volume, fast-paced environment.
• Ability to interact in a professional and collaborative manner with fellow Dynanet Teammates and the clients, and business partners that we work with.
• Ability and desire to challenge and educate yourself to support and advance IT services delivery in the Federal agencies we serve.
• Excellent judgment and creative problem-solving skills.
• Respond to team member and client requests via email, MS teams, or other communication means during core business hours.
• Active listening skills to understand clients' needs, and collaboration skills to work with other developers and designers.
• Bachelor's degree is preferred but not required.
• Five or more years of experience in a relevant industry with solid customer service, CRM systems knowledge, and administrative system training is required.
• Knowledge of mouse husbandry/lab animal science and research is required.

Responsibilities

• Serve as a product expert on the Colony + AMI platforms, providing guidance, best practices, and troubleshooting to customers.
• Serve as a liaison between the company and customers, providing timely and professional support to ensure customer satisfaction and successful product use.
• Monitor and respond to incoming support requests via email and ticketing system, maintaining internal response time standards.
• Assist Colony + AMI users with escalated or complex customer requests.
• Escalate advanced technical inquiries to the software development team with an appropriate level of well-researched technical detail.
• Produce training tools and reference materials and deliver technical instruction to users across the customers’ organization.
• Provide 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.
• Gather, document, and prioritize customer feedback and unmet needs, communicating actionable insights to the Colony + AMI Implementation team.
• Participate in beta testing and provide feedback on new software features/functionality to ensure it meets real world user needs when needed.
• Responsible for coalescing existing lab data and importing it into the software.
• 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 “customer” services globally, utilizing telephone, email, and chat applications.
• File and investigate researcher inquiries, document customer concerns, and resolve complex technical requests while adhering to established protocols.
• Foster a collaborative, solution-focused team culture that prioritizes customer satisfaction and efficiency.
• Troubleshoot or resolve 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.

Benefits

• Industry Competitive Compensation
• Medical and Dental Insurance
• Paid Time Off/Holidays
• 401(k) Retirement Plans with Matching
• Paid Training
• Employee Referral Program
• Employee Development Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree