Technical Support Representative I-Remote, USA

Compensation: $24 - $26 per hour. You are eligible to a Short-Term Incentive Plan with the target at 5% of your annual earnings, terms and conditions apply. 

Technical Support Representative I- Remote, USA

Shift: 5am-1:30pm PST/8am-4:30pm EST

The goal of the Technical Support Representative I is to provide technical support assistance to customers and internal staff for Ambry’s software applications. The Technical Support Representative I is able to work independently but is still growing within the role and requires some supervision.

Essential Functions:

• 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 Ambry’s 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.
• 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.
• 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.
• Other duties as assigned

Qualifications:

• 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
• 2+ years of software support, help desk, technical troubleshooting, and/or customer service is required

Preferred:

• Bachelor's degree preferred
• Previous experience in software or help desk support is strongly preferred.
• Previous experience in health care or clinical laboratory administration is preferred.
• 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

 

About Us:

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 with a 4% employer match, FSA, paid sick leave and generous paid time off (PTO) program.