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.

• Provides phone and email support to customers, both for incoming questions and outbound communication.
• Works 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
• Can identify topics or needs for customers and peers. Can create or present materials E.g. webinars, etc.
• Demonstrates clear and concise communications and can interact with a diverse population of internal and external contacts.
• Able to troubleshoot complex technical inquiries and document complaints and inquiries in a compliant manner with minimal assistance.
• Normally receives little instruction on day-to-day work and routine assignments such as responding to inquiries by phone and email, documenting customer interactions in CRM. Independently manage general work instructions and seeks guidance on new assignments
• Understanding of technical issues in specific area(s) to answer complex problems and questions
• Ability to develop and maintain networks with key internal teams (Research and Development, Product Support, Software Development, Operations) when necessary
• 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.
• Consistently achieves department metrics and can clearly teach process to others when appropriate
• Determines methods and procedures on new assignments and may coordinate activities of other personnel
• Contributes to technical growth of colleagues in specialty
• Independently converts organizational goals to specific individual goals.
• Is self-motivated and proactive, with strong analytical and problem-solving skills.
• Participates in ongoing training (include occasional bench training) to maintain proficiency with Illumina’s products.
• Listed responsibilities are an essential, but not exhaustive list, of the usual duties associated with the position. Changes to individual responsibilities may occur due to business needs.

• Some experience in call center/technical support position required
• Practical Sequencing experience/knowledge of Illumina NGS platforms and tools required.
• A background within Bioinformatics would be highly advantageous
• Familiarity with Sales Force, or other CRM, familiar with live logging, tasking, and escalation procedures.
• Outstanding written and verbal communication and training skills a MUST
• Willing to travel up to 10%
• Language: Italian and English are a must (Spanish considered a plus)
• All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunities 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.