Customer Care Specialist II – Software and Informatics

What if the work you did every day could impact the lives of people you know? Or all of humanity?

At Illumina, we are expanding access to genomic technology to realize health equity for billions of people around the world. Our efforts enable life-changing discoveries that are transforming human health through the early detection and diagnosis of diseases and new treatment options for patients.

Working at Illumina means being part of something bigger than yourself. Every person, in every role, has the opportunity to make a difference. Surrounded by extraordinary people, inspiring leaders, and world changing projects, you will do more and become more than you ever thought possible.

Position Summary

We are seeking a highly motivated Customer Care Informatics Specialist with a background in SaaS and experience with biocomputing platforms to join our team. You will play a critical role in supporting our customers and the business with customer software purchase order support, registration, user access, license management across our software platforms, providing exceptional support to our valued customers. This role is highly collaborative and requires a solution focused approach to support, effective communication, and desire to provide an exceptional customer experience.

*Ideal candidate will be local to San Diego, CA

Responsibilities

• Purchase order entry, activation, license management and registration support in SAP and software specific systems.
• Provide comprehensive post-sales support, including assistance with platform registration, access issues, invoice or billing questions and troubleshooting addressing customer inquiries or concerns promptly and effectively.
• Support customer software trial access and activation.
• Collaborate closely with cross-functional teams, including sales, service and support, software product development, and technical support, to ensure a smooth customer experience from purchase to post-sales support.
• Maintain detailed records of customer interactions, transactions, and support tickets, utilizing our CRM system.
• Issues JIRA and Service Now (SNOW) tickets
• Collaborates with sales and platform teams to resolve custom purchase requests supporting process clarification to execute on the purchase and activation.
• Identify opportunities for process improvements and contribute to enhancing the overall customer experience and platform functionality.
• Operates in compliance with Illumina’s policies and procedures.
• Demonstrate ability to recognize matters needing attention or escalation and initiate action by communicating to appropriate colleagues and/or manager to drive resolution.
• Will build strong relationships with customers and serve as a liaison between customers and cross-functional groups across the company. 
•  Independently solve problems and work effectively in a team environment.
• Support short and/or long-term projects as a volunteer or per assignment. 
• All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities.

Requirements

• Customer support or sales support role (Bioinformatics preferred): 3-5 years  
• Proven experience in customer service or support roles within the SaaS industry, preferably with a focus on biocomputing platforms.
• Strong technical aptitude and familiarity with biocomputing principles, tools, and platforms.
• Excellent communication skills, both verbal and written, with the ability to convey complex technical information in a clear and concise manner.
• Exceptional critical thinking skills and the ability to thrive in a fast-paced, dynamic environment.
• Experience with ERP, CRM and software platforms required.
• A customer-centric mindset with a passion for delivering outstanding service and building strong customer relationships.

Education

• Bachelor's degree in a relevant field, such as computer science, biology, or a related discipline. Equivalent years of experience considered.

The estimated base salary range for the Customer Care Specialist II – Software and Informatics role based in the United States of America is: $56,100 - $84,100. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our va