Technical Support Representative I

Ambry Genetics; Headquarters (KY); Remote; USD 28,929 - 35,817; Full time

Job summary

A leading genetics company is seeking a Technical Support Representative I for a remote role. The candidate will provide essential technical support to clients and internal staff for software applications. This entry-level position requires 2+ years in software support and a two-year degree in a computer-related field. Key responsibilities include triaging customer requests and assisting with user acceptance testing. This position offers a compensation range of $21.00 to $26.00 per hour, along with a Short-Term Incentive Plan.

Qualifications

• 2+ years of software support or customer service required.
• Must have a minimum of a two-year degree or equivalent experience.
• Excellent telephone and communication skills.

Responsibilities

• Provide technical support in a timely and professional manner.
• Triage customer support requests via email, phone, and live chat.
• Log interactions via the ticketing system.

Skills

Real-time direct client communication

Inter-departmental communication

Intermediate knowledge of Ambry products

Attention to detail

Education

Two-year degree in computer related field

High school diploma

Tools

Microsoft Office

Salesforce/Service Cloud

JIRA

Microsoft Teams

Job description

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Compensation

$21.00 - $26.00 per hour. You are eligible for a Short-Term Incentive Plan with the target at 5% of your annual earnings; terms and conditions apply.

Technical Support Representative I – Remote US (PST Preferred)

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

Required 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


• Other duties as assigned

Qualifications

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


• Possesses a minimum of a two-year degree in a computer related field or equivalent work experience and a high school diploma


• A copy of school transcripts or diploma is required


• 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


• Software Applications – 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


• 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


• Certificates, Licenses, Registrations – none 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

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Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology

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