Customer Service/Technical Support Representative I

3 days ago

Aliso Viejo, United States Ambry Genetics Full time

** Customer Service/Technical Support Representative I** **Job Category****:** Customer Support

**Requisition Number****:** TECHN002861

Showing 1 location

**Job Details** **Description** **JOB OVERVIEW:** The goal of the Technical Support Representative I is to provide technical support assistance to customers and internal staff for Ambrys software applications. The Technical Support Representative I is able to work independently, but is still growing within the role and requires some supervision. **DUTIES AND RESPONSIBILITIES:** - Provide technical support in a timely and professional manner. - Triage customer and internal support requests via multiple channels including email, phone, and live chats. - Answer frequently asked questions regarding Ambrys software applications, utilizing resources as needed. - Troubleshoots entry to intermediate level items and escalates other issues to the appropriate teams as needed. - Gathers customer information, logs interactions via the ticketing system, and keeps all necessary parties abreast of status updates. - Assists with user acceptance testing and facilitate end-user testing of application releases to verify adherence to requirement. - Runs queries and creates reports on program status - Demonstrate the following skills and abilities: * Real-time direct client communication. *

Inter-departmental communication and coordination. * Assist with writing, maintaining, and following SOPs, in addition to creating customer-facing documentation. * Communicates intermediate knowledge of Ambry products and systems to clients. **JOB REQUIREMENTS:** * Bachelors degree preferred. Possesses a minimum of a two-year degree in a computer related field or equivalent experience and a high school diploma. * A copy of school transcripts or diploma is required for the employee file * **General-** Excellent telephone and communication skills. Capable of excelling within a team environment. Capable of accomplishing workload and additional projects with no supervision. Ability to communicate effectively, attention to detail, ability to prioritize work, working knowledge of standard office equipment (printers, fax machines, phone systems, office software and internet). Flexible regarding job assignments. * **Software Applications -** Past experience and/or ability to quickly learn and demonstrate an intermediate understanding of Microsoft Office, Google Applications, chatbot/live chat applications, Salesforce/Service Cloud, JIRA, Microsoft Teams, and Talkdesk is strongly preferred. * **Technical Skills -** Ability to apply common sense to troubleshoot issues. Ability to demonstrate familiarity with relational databases and the software development cycle. * **Language Skills-** Ability to read and interpret documents and Ambry requisitions, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively one-on-one, in group settings, with clients and with employees of the organization. * **Reasoning Ability**- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. * Certificates, Licenses, Registrations- none required. * 2-3 years of software support, help desk, technical troubleshooting, and/or customer service is required. * Previous experience in software or help desk support is strongly preferred. * Previous experience in health care or clinical laboratory administration is preferred. Ambry Genetics Corporation is a CAP-accredited and CLIA-licensed molecular genetics laboratory based in Aliso Viejo, California. We are a genetics-based healthcare company that is dedicated to open scientific exchange so we can work together to understand and treat all human disease faster. At Ambry, everyone is welcome. A career at Ambry Genetics is a chance to be part of a dynamic company that aims to improve health by understanding the relationships between genetics and human disease. We earned our reputation as industry leaders by responsibly introducing cutting-edge genetic testing solutions and continually sharing what we learn with the global scientific community. At Ambry you will be learning, challenging yourself, and having fun while collaborating with teammates through the open exchange of ideas. Our outstanding benefits program includes medical, dental, vision, 401k, FSA, and generous paid time off (PTO) program. Ambry Genetics is an Equal Opportunity Employer (EOE) and we maintain a drug-free work environment. Ambry Genetics is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race (and traits historically associated with race, including, but not limited to hair texture and protective hairstyles such as braids, locks, and twists), color, creed, religion, sex, sexual orientation, gender identity, gender expression (including transgender status), national origin, ancestry, age, marital status or protected veteran status and will not be discriminated against on the basis of disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. *Ambry does not accept unsolicited resumes from individual recruiters, third party recruiting agencies, outside recruiters or firms without an executed contract in place. We are not responsible for any fees related to resumes that are unsolicited or are received by Ambry. Such resumes will be deemed the sole property of Ambry and will be processed accordingly.* **Qualifications** **Skills** **Behaviors** **:** **Motivations** **:** **Education** **Experience** **Licenses & Certifications**

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