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.