Pay: $21 – $26 an hour + 5% Short-Term Incentive Plan
Location: Remote (U.S., PST strongly preferred)
Job Type: Full-Time
About Ambry Genetics
Ambry Genetics is a CAP-accredited and CLIA-licensed molecular genetics laboratory based in Aliso Viejo, CA. As a genetics-based healthcare company, we’re committed to advancing open scientific exchange and improving health by understanding the relationship between genetics and human disease.
At Ambry, you’ll be part of a mission-driven team that values collaboration, learning, diversity, and innovation. Our benefits include 401(k), medical, dental, vision, FSA, paid sick leave, and generous PTO.
Job Description
We’re hiring a Technical Support Representative I to provide timely and accurate technical support for Ambry’s software applications. This role is ideal for someone who is growing in their technical support career—comfortable working independently but still developing their skills with guidance.
As the frontline of our support team, you’ll help customers and internal staff troubleshoot issues, run queries, assist with testing, and ensure users have a smooth experience across our platforms.
What You’ll Do
- Serve as the first point of contact for customer and internal support requests via email, phone, and live chat.
- Provide professional, timely technical assistance for Ambry software applications.
- Triage, log, and document all support interactions in the ticketing system.
- Troubleshoot entry- to intermediate-level issues and escalate advanced concerns to appropriate teams.
- Answer frequently asked questions and apply available resources to support users.
- Run queries and generate reports on program status.
- Assist with user acceptance testing and coordinate end-user testing for new releases.
- Partner with internal teams to ensure clear communication and smooth cross-functional collaboration.
- Help maintain SOPs and create customer-facing documentation.
- Develop and communicate intermediate knowledge of Ambry products and systems.
- Other duties as assigned.
What You Bring
Required:
- 2+ years in software support, help desk, technical troubleshooting, or customer service.
- Associate degree in a computer-related field or equivalent experience + high school diploma (transcripts required).
- Excellent written and verbal communication skills.
- Strong attention to detail and ability to manage tasks with minimal supervision.
- Ability to prioritize work in a fast-paced environment.
- Familiarity with standard office equipment and software.
- Ability to apply common-sense reasoning to troubleshoot and resolve issues.
- Ability to read, interpret, and write documentation, reports, and procedural instructions.
Preferred:
- Bachelor’s degree.
- Previous software or help desk support experience.
- Background in healthcare or clinical laboratory environments.
- Intermediate understanding or experience with:
- Microsoft Office
- Google Workspace
- Live chat/chatbot tools
- Salesforce/Service Cloud
- JIRA
- Microsoft Teams
- Talkdesk
- Familiarity with relational databases and the software development cycle.
Bonus Points
- Experience with SQL or relational database queries.
- Strong reasoning skills and ability to follow written, oral, or diagram instructions.
Compensation & Benefits
- $21 – $26 per hour
- 5% Short-Term Incentive Plan eligibility
- Comprehensive health, dental, and vision insurance
- 401(k)
- FSA
- Paid sick leave and generous paid time off
- Remote work flexibility