Technical Support Representative

Orgenesis is seeking a skilled, customer-focused, and technically proficient Technical Support Representative to provide frontline technical assistance to internal teams, healthcare partners, research institutions, and external clients using Orgenesis systems, platforms, and digital tools. This role is responsible for diagnosing and resolving technical issues, supporting software and system users, maintaining system performance visibility, and ensuring a seamless user experience across Orgenesis’ digital infrastructure supporting its global POCare™ platform and cell and gene therapy ecosystem. The ideal candidate is analytical, patient, detail-oriented, and comfortable working in a fast-paced biotechnology and healthcare technology environment. ESSENTIAL RESPONSIBILITIES TECHNICAL SUPPORT & TROUBLESHOOTING • Provide first-line technical support via phone, email, chat, and ticketing systems. • Diagnose and resolve hardware, software, and system-related issues. • Assist users with login issues, system access, and application functionality. • Troubleshoot network connectivity and application performance problems. • Guide users through step-by-step solutions and technical procedures. INCIDENT MANAGEMENT • Log, track, and manage support tickets using IT service management tools. • Prioritize incidents based on urgency and business impact. • Escalate complex technical issues to Tier 2/3 support or engineering teams. • Monitor ticket progress and ensure timely resolution within SLAs. • Document all troubleshooting steps and resolutions accurately. USER SUPPORT & TRAINING • Assist users with system navigation, software usage, and platform functionality. • Provide guidance on best practices for system use and troubleshooting. • Support onboarding of new users and employees with technical setup. • Create and update user guides, FAQs, and knowledge base articles. • Conduct basic training sessions for internal and external users when needed. SYSTEM MONITORING & MAINTENANCE SUPPORT • Monitor system alerts and notify appropriate teams of potential issues. • Assist IT teams in identifying recurring technical issues or system bugs. • Support routine maintenance activities and system updates. • Report performance issues and help identify root causes. • Ensure minimal disruption to users during system maintenance windows. DOCUMENTATION & REPORTING • Maintain detailed records of technical issues and resolutions. • Update internal knowledge bases and documentation systems. • Generate reports on support trends, ticket volume, and system performance. • Document recurring issues to support long-term system improvements. • Assist with audit and compliance documentation when required. CROSS-FUNCTIONAL COLLABORATION • Work closely with IT, Software Development, Cybersecurity, Operations, and Customer Success teams. • Communicate technical issues clearly to non-technical stakeholders. • Collaborate with engineering teams to resolve product defects. • Participate in system testing and quality assurance activities. • Support rollout of new tools, software updates, and system enhancements. COMPLIANCE & SECURITY • Follow IT security protocols and data protection policies. • Maintain confidentiality of sensitive healthcare, research, and company data. • Ensure compliance with applicable healthcare and data privacy regulations. • Report potential security incidents or vulnerabilities immediately. • Adhere to internal IT governance and access control policies. REQUIRED QUALIFICATIONS EDUCATION • High School Diploma or GED required. • Associate’s or Bachelor’s Degree in Information Technology, Computer Science, or related field preferred. EXPERIENCE • 1–3 years of experience in technical support, IT help desk, or customer technical service roles. • Experience troubleshooting software, hardware, and network-related issues. • Experience in healthcare, biotechnology, pharmaceutical, or regulated environments preferred. TECHNICAL SKILLS • Proficiency with Windows and/or macOS operating systems. • Experience with ticketing systems (ServiceNow, Zendesk, Jira Service Desk, or similar). • Familiarity with Microsoft 365, Teams, and cloud-based applications. • Basic understanding of networking concepts (DNS, VPN, IP configuration). • Knowledge of CRM, ERP, or enterprise systems preferred. • Ability to learn new software and technical systems quickly. PREFERRED QUALIFICATIONS • Bachelor’s degree in IT, Computer Science, or related discipline. • IT certifications such as CompTIA A+, Network+, ITIL Foundation, or similar. • Experience supporting SaaS platforms or enterprise software. • Experience working in healthcare technology or biotech environments. • Familiarity with cybersecurity best practices and compliance frameworks. CORE COMPETENCIES • Technical Troubleshooting • Problem Solving • Customer Service Orientation • Communication Skills (Technical & Non-Technical) • Attention to Detail • Time Management • Analytical Thinking • Team Collaboration • Adaptability • Accountability • Stress Management • Continuous Learning KEY PERFORMANCE INDICATORS (KPIS) • First Response Time • Average Resolution Time • Ticket Closure Rate • First Contact Resolution (FCR) • Customer/User Satisfaction Score (CSAT) • SLA Compliance Rate • Ticket Reopen Rate • System Downtime Impact Reduction • Documentation Accuracy PHYSICAL REQUIREMENTS • Ability to sit and work at a computer for extended periods. • Ability to type and communicate effectively across digital platforms. • Ability to handle multiple technical issues simultaneously. • Ability to work in a fast-paced support environment. BENEFITS HEALTH & WELLNESS • Medical Insurance • Dental Insurance • Vision Insurance • Prescription Drug Coverage • Employee Assistance Program (EAP) • Health Savings Account (HSA) • Flexible Spending Account (FSA) • Mental Health and Wellness Support Programs FINANCIAL BENEFITS • Competitive Base Salary • Annual Performance Bonus Eligibility • 401(k) Retirement Plan with Company Match • Life Insurance Coverage • Short-Term Disability Insurance • Long-Term Disability Insurance • Accidental Death & Dismemberment Insurance PAID TIME OFF • Paid Vacation • Paid Holidays • Sick Leave • Personal Days • Bereavement Leave • Jury Duty Leave PROFESSIONAL DEVELOPMENT • Technical Certification Support (CompTIA, ITIL, etc.) • Training and Upskilling Programs • Tuition Assistance Programs • Career Advancement Opportunities • Internal Mobility Programs WORK-LIFE BALANCE • Flexible Work Arrangements • Remote and Hybrid Work Options • Employee Recognition Programs • Collaborative and Inclusive Work Environment • Wellness and Engagement Initiatives EQUAL EMPLOYMENT OPPORTUNITY STATEMENT Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are based on qualifications, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected status under applicable law.