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% 

The estimated base salary range for the Technical Applications Scientist 2 - Library Prep role based in the United States of America is: $74,900 - $112,300. Should the level or location of the role change during the hiring process, the applicable base pay range may be updated accordingly. Compensation decisions are dependent on several factors including, but not limited to, an individual’s qualifications, location where the role is to be performed, internal equity, and alignment with market data. Additionally, all employees are eligible for one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits as innovative as our work, including access to genomics sequencing, family planning, health/dental/vision, retirement benefits, and paid time off.

We are a company deeply rooted in belonging, promoting an inclusive environment where employees feel valued and empowered to contribute to our mission. Built on a strong foundation, Illumina has always prioritized openness, collaboration, and seeking alternative perspectives to propel innovation in genomics. We are proud to confirm a zero-net gap in pay, regardless of gender, ethnicity, or race. We also have several Employee Resource Groups (ERG) that deliver career development experiences, increase cultural awareness, and offer opportunities to engage in social responsibility. 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. Illumina conducts background checks on applicants for whom a conditional offer of employment has been made. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable local, state, and federal laws. Background check results may potentially result in the withdrawal of a conditional offer of employment. The background check process and any decisions made as a result shall be made in accordance with all applicable local, state, and federal laws. Illumina prohibits the use of generative artificial intelligence (AI) in the application and interview process. If you require accommodation to complete the application or interview process, please contact [email protected]. To learn more, visit: https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. The position will be posted until a final candidate is selected or the requisition has a sufficient number of qualified applicants. This role is not eligible for visa sponsorship.