Technical Applications Scientist 2 – Library Prep Full-time NEW

Illumina Job Opportunity

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.

Responsibilities

• Provides phone, email, and/or live chat support to internal and external customers
• Demonstrates contact center best practices, team focus, and time management skills
• Attains sufficient technical and customer handling mastery to independently troubleshoot routine to moderately complex technical and account issues in a timely manner
• Coaching and supporting junior staff on best practices, processes, and assisting with resolution of moderate to complex issues when requested
• Assist team in the identification of sales opportunities and communication to the commercial team
• Provide technical guidance regarding the choice and use of the appropriate Illumina product to existing and prospective customers.
• Continuously grow technical competence through training, self-directed learning, and experience
• Understand department goals and consistently deliver on team metrics
• Create and present technical content for internal and external audience (Knowledge Base, webinars, short videos, team training)
• May participate in extended core product sustaining and development teams.
• Develops and maintain networks with key internal teams (Research and Development, Product Support, Software Development, Operations) when necessary
• Evaluates technical and interpersonal elements of a situation, their potential impact and communicate risks to stakeholders

Requirements

• Typically requires a Bachelor's degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
• Degree in cell biology, molecular biology or related field.
• Experience with proteomics is required.
• 1-2 years' experience in call center/technical support position highly desirable
• Familiarity with Salesforce, or other CRM, familiar with case documentation, field team dispatch, and escalation procedures desirable
• Self-motivated and consistently presenting a positive attitude and productive spirit during normal and challenging time
• Able to work in a fast-paced dynamic environment with open mindset to feedback
• Ability to rapidly absorb complex technical training material and apply them to daily responsibilities
• Detail oriented with excellent analytical, problem-solving and interpersonal skills required
• Communicate proficiently verbally and in writing to support a diverse population of customers
• Outstanding written and verbal communication and training skills a MUST
• Willing and able to work on weekends, holiday, and flexible hours
• Willing to travel up to 10%