Customer Care Specialist

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:Work with an outstanding team supporting customers via email and telephone. With a solid understanding of company products and procedures, this role is responsible for responding to inbound customer inquiries, triaging them, and working with technical scientists, field support team on post-sale technical assistance. Provides exceptional customer service for issues and general inquiries in a quick and efficient manner to ensure customer’s needs are met timely and accurately. Manages administration tasks from team includes shifts arrangement, system monitoring, documentation collection.Key Responsibilities:Log and manage customer enquiries/issues using Illumina’s case-tracking databaseConsolidate shift/task schedule for teamInstall case management, coordinate with field support to arrange installation and trainingAssist in conducting web-based product trainings and application seminars for Illumina customersCollect customer feedback on the supplier performance, process improvements and customer expectationsAssist in spare parts dispatching and field paper workPhone and email enquiries triage, dispatch issues requiring further technical support to Illumina Engineers and Applications ScientistsProvide primary technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customersAll listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.Requirements:Excellent interpersonal and verbal & written communication skillsExcellent coordination skillsExcellent TeamworkPrevious experience in email and telephone support channels would be held in high regard.Understanding of wide range of molecular biology protocols such as PCR, Next Generation Sequencing, gene expression analysis, genotyping, and related procedures preferredGood at Excel preferredEducation:Bachelor or master’s degree in Biochemistry, bioengineering.Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.