Technical Support Representative I-Remote USA
Technical Support Representative I-Remote USA
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Job Description
Compensation: $23 $25 per hour. You are eligible to a ShortTerm Incentive Plan with the target at 5 of your annual earnings terms and conditions apply.
Technical Support Representative I Remote USA
Shift: 9:00am5:30pm PST
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.
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 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 enduser testing of application releases to verify adherence to requirement
- Runs queries and creates reports on program status
- Demonstrate the following skills and abilities:
- Realtime direct client communication
- Interdepartmental communication and coordination.
- Assist with writing maintaining and following SOPs in addition to creating customerfacing 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 oneonone 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 twoyear degree in a computer related field or equivalent experience and a high school diploma
- 2 years of software support help desk technical troubleshooting and/or customer service is required
Preferred:
- Bachelors 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 CAPaccredited and CLIAlicensed molecular genetics laboratory based in Aliso Viejo California. We are a geneticsbased 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 cuttingedge 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 FSA paid sick leave and generous paid time off (PTO) program. You can learn more about the benefits here. Ambry Genetics is an Equal Opportunity Employer (EOE) and we maintain a drugfree work environment.
The Company believes in second chance employment. Qualified applicants with arrest or conviction history will be considered regardless of their arrest or conviction history consistent with local laws such as Los Angeles County Fair Chance Ordinance and the California Fair Chance Act. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check if the Company is concerned about conviction that is directly related to the job you will be given the chance to explain the circumstances surrounding the conviction provide mitigating evidence or challenge the accuracy of the background report. For the purpose of the above job description Essential Functions are Material Job Duties.
Our salary ranges are determined by role level and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range individual pay is determined by work location and additional factors including jobrelated skills experience and relevant education or training.
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. If you have a disability or special need that requires accommodation please contact us at
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.
PRIVACY NOTICES
To review Ambrys Privacy Notice Click here: review the California privacy notice click here:California Privacy Notice Ambry Genetics
To review the UKG privacy notice click here:California Privacy Notice UKG
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Required Experience:
Unclear Seniority
Employment Type
Full-Time
