Technical Support Specialist
3 days ago
Job Summary:
The Technical Support Representative I is a key member of our customer support team, responsible for providing timely and professional technical assistance to customers and internal staff for Ambry software applications.
This role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team. The successful candidate will be able to troubleshoot and resolve technical issues, provide excellent customer service, and maintain accurate records of interactions.
Key Responsibilities:
- Provide technical support via multiple channels, including email, phone, and live chats.
- Triage customer and internal support requests, utilizing resources as needed.
- Answer frequently asked questions regarding Ambry software applications.
- Troubleshoot entry to intermediate level items and escalate other issues to the appropriate teams as needed.
- Gather customer information, log interactions via the ticketing system, and keep all necessary parties abreast of status updates.
- Assist with user acceptance testing and facilitate end-user testing of application releases to verify adherence to requirements.
- Run queries and create reports on program status.
Requirements:
- Bachelor's 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.
Preferred Qualifications:
- 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.
- Ability to apply common sense to troubleshoot issues and demonstrate familiarity with relational databases and the software development cycle.
About Ambry Genetics:
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 dedicated to open scientific exchange to understand and treat all human disease faster.
We are an equal opportunity employer and maintain a drug-free work environment. Our outstanding benefits program includes medical, dental, vision, 401k, FSA, and generous paid time off (PTO) program.
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