Job Description:

Serves as the 1st Line Call Handler by providing telephone and email support to a wide-ranging customer base. Triage for customer enquiries, answers customer calls, emails and cases, dispatches to the relevant technical support and field Support team. You will also liaise with customers to keep them well informed on the progress of support and installation cases.

Key Responsibilities:

• Provide blended call handling and email response service, including enquiries taking and customer information gathering, task dispatching and appointment making.
• Efficient call handling and email response
• Ensuring all calls and emails are logged by escalating to the technical support team and field support team to ensure incidents are resolved within the service level agreement
• Liaising with 3rd parties to report incidents or issues and manage these through to resolution
• To follow all procedures
• Performing basic administrative support duties, as required, to meet specific operational objectives
• Performing miscellaneous job-related duties as assigned by other Servie&Support leaders
• Provide outbound calls handling as case following up or customer survey
• Coordinating installation cases with related teams/parties

All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

Requirements:

• Excellent Teamwork
• Excellent coordination skills
• Excellent telephone and business email manner
• Ability to deal with customers in a professional manner
• Excellent interpersonal and verbal & written communication skills
• Good Oral and written English preferred
• Willingness to learn new systems and processes
• Ensure that a high level of customer support is provided to all customers
• Competent use of Microsoft Office suite
• Previous experience in email and telephone support channels or call center would be held in high regard.

Education:

• Bachelor's degree or above

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