Summary
Location
Bengaluru
Type
full-time
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About this role
Position Summary
In addition to the roles and responsibilities of a Customer Care Informatics Specialist II, as a Senior Customer Care Informatics Specialist, you will be viewed as the “go-to” subject matter expert of the informatics customer purchase, receive &onboard, use & optimize journey. You will provide support to team members in the day-to-day operations with a high focus on a best-in-class customer experience. You will build a relationship of trust and support within the team and cross-functionally by being an expert of Illumina’s software portfolio and systems.
Responsibilities
Work cross- functionally to solve unique workflows based on customer needs.
Support product commercialization activities for new software products, processes, and acquisitions.
Manage strategic and clinical customer accounts/transactions
Support team through cross functional collaboration with issue escalation resolution
Monitor team case activity to ensure timely action/responses and act as a resource for escalation as needed
Monitor Microsoft Teams chat(s) ensuring timely responses and act as resource for escalation as needed
Coordinate and facilitate team meetings and topics in conjunction with Staff Customer Care Informatics Specialist and/or management
Monitor backlog activities ensuring team is on track and act as a resource when needed.
Assist in end of quarter activities ensuring team is on track and act as a resource as needed
Help to identify process gaps, drive process understanding, development, implementation, and management to streamline business functions and customer experience
Support global and regional projects working cross-functionally as a SME. Supporting design, UAT testing, training and hyper care for new system and process implementations
Identify and/or support training/mentoring opportunities for team members
Support new employee onboarding and documentation requirements
All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional tasks and responsibilities
Requirements
Customer support or sales support role (Bioinformatics and/or SaaS preferred): 5+ years
Clear vision of and commitment to providing outstanding customer service
Proven ability to clearly convey complex ideas and concepts
Proven ability to coordinate and collaborate with cross-functional teams to support customer needs
+2 year’s experience in Microsoft Office and CRM and/or ERP systems (SAP, SFDC), E-commerce systems, MS Dynamics, and other bioinformatics platforms.
Strong organization skills, including ability to rapidly balance priorities in a fast-paced environment
Experience in process mapping and/or system implementations is a plus
Education
Bachelor’s degree preferred. Equivalent years of experience considered.
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.
Other facts
About Illumina
At Illumina, our goal is to apply innovative technologies and revolutionary assays to the analysis of genetic variation and function, making studies possible that were not even imaginable just a few years ago. These studies will help make the realization of personalized medicine possible. With such rapid advances in technology taking place, it is mission critical to have solutions that are not only innovative, but flexible, scalable, and complete with industry-leading support and service. As a global company that places high value on collaborative interactions, rapid delivery of solutions, and prioritizing the needs of its customers, we strive to meet this challenge. Illumina’s innovative, array-based solutions for DNA, RNA, and protein analysis serve as tools for disease research, drug development, and the development of molecular tests in the clinic.
What you'll do
- The Senior Customer Care Informatics Specialist will act as a subject matter expert, providing support to team members and ensuring a best-in-class customer experience. Responsibilities include managing customer accounts, supporting product commercialization, and collaborating cross-functionally to resolve unique workflows.
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