Technical Application Specialist

7 giorni fa

Milano, Lombardia, Italia Illumina A tempo pieno
About the Role

We are seeking a highly skilled and experienced Technical Application Specialist to join our team at Illumina. As a key member of our Mediterranean Service and Support Team, you will provide expert technical advice and troubleshooting assistance for our customers with all facets of their genomic workflows.

Key Responsibilities
  • Provide phone and email support to customers, both for incoming questions and outbound communication.
  • Work on complex problems where analysis of situations requires review of a variety of factors or involvement of field staff.
  • Research and provide resolution on routine and complex issues.
  • Identify topics or needs for customers and peers, and create or present materials such as webinars.
  • Demonstrate clear and concise communications and interact with a diverse population of internal and external contacts.
  • Troubleshoot complex technical inquiries and document complaints and inquiries in a compliant manner with minimal assistance.
  • Independently manage general work instructions and seek guidance on new assignments.
  • Develop and maintain networks with key internal teams, such as Research and Development, Product Support, Software Development, and Operations.
  • Partner with cross-functional teams for resolution of escalated customer complaints.
  • Take ownership of key accounts in the region as TAS representative.
  • Participate in core product sustaining and development teams.
Requirements
  • Language: Fluent/native Italian and English (Spanish is a plus).
  • Some experience in call center/technical support position/customer service position.
  • Practical sequencing experience/knowledge of Illumina NGS platforms and tools required.
  • Familiarity with SalesForce, or other CRM, familiar with live logging, tasking, and escalation procedures.
  • Outstanding written and verbal communication and training skills.
  • Willing to travel up to 10%.
About Illumina

Illumina is a leading developer and manufacturer of life science tools and integrated systems for genetic analysis. Our mission is to improve human health by unlocking the power of the genome. We are committed to providing our customers with the highest quality products and services, and to supporting them in their pursuit of scientific discovery and innovation.

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