Customer Support Specialist, APAC

Customer Support Specialist, APAC 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.

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 tick@lab, 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 tick@lab 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 tick@lab support hub.
• Regional customer care and community
• Lead regular check-ins with assigned customers to review open items, listen to concerns and escalate urgent matters.
• Host the quarterly APAC community meeting (virtual to start, with the potential for onsite meetings once fully trained), sharing new features and creating space for customers to learn from each other.
• Help shape and plan the APAC User Group Meeting, held every second year.
• Understand the regulatory requirements of customers across the region and apply them to your support, meetings and events.
• Partner with our Customer Success Manager and Project Leads on account health and training needs, and provide technical training for clients.
• Team contribution and growth
• Advocate for APAC customer needs and bring their feedback to Product and Development, following requests through to a clear outcome.
• Build strong working relationships with our global Support teams, Product and Development, and Sales in the region.
• Own your onboarding and training, including in-person training with our US team.

WHAT YOU'LL BRING

• Essential
• Bachelor of Science in Biology or a related life science discipline.
• At least one year of experience in a customer-facing or client support role, such as supporting customers, researchers or facility users.
• Ability to learn software quickly and troubleshoot user issues using sound analytical and problem-solving skills.
• High-level written and verbal communication skills, including explaining technical information clearly to customers and stakeholders at all levels.
• The ability to stay calm, confident and professional when managing escalations and advocating for customers.
• Experience facilitating virtual meetings with customer groups and building relationships at all levels, including institutional leadership.
• Strong organisational skills, attention to detail and the ability to prioritise a varied workload and respond promptly to urgent issues.
• The ability to work autonomously as our sole team member in the region, with sound judgement on when to resolve, escalate or seek guidance.
• Highly regarded
• Experience in animal research, such as working as an animal technician, colony manager or in a similar role within a laboratory or research animal facility.
• Desirable
• Experience supporting customers in a technology or software-as-a-service (SaaS) environment.
• Familiarity with the Australian Code for the Care and Use of Animals for Scientific Purposes and working with Animal Ethics Committees.
• Awareness of animal research regulatory requirements in New Zealand and the wider Asia-Pacific region, or the ability to develop this knowledge quickly.
• Experience using colony management, laboratory information or similar database systems.
• WORKING ARRANGEMENTS

This is a full-time, remote role based in Australia, with a preference for Melbourne or southern Australia, where most of our APAC customers are located. You will report to our Director of Global Customer Support, who is based in the US (Central Time).

Flexible schedule:

You will join regular early-morning meetings with our US and EU teams, typically around 7:00 AM AEST/AEDT, one to two mornings per week. Your working hours will be adjusted to balance these commitments.

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.

Work rights:

You must have full working rights in Australia.

Employment:

This role is employed through our Australian employment partner, with benefits in line with Australian employment standards.

WHY JOIN US

At a-tune, a Transnetyx company, our work serves the research community, and our culture is built on our Pursue the Pulse YX values: every person has a voice, be yourself, be kind, stay curious, and leave every interaction better than you found it.

Be the dedicated advocate a highly engaged regional community has asked for, with real influence on how our products evolve.

Structured onboarding and ongoing learning, including in-person training with our global Support team.

A culture of belonging, collaboration and fairness, with year-round heritage and diversity celebrations and community giving through YX Gives.