NGS Applications Specialist
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POST DATE 9/10/2016
END DATE 10/11/2016
Integrated DNA Technologies, Inc.
JOB DESCRIPTIONThe NGS Applications Specialist provides professional customer service and technical support to IDT customers regarding product design and end-use for Next Generation Sequencing.
Communicates with and supports customers to provide pre- and post-sales technical support for a growing NGS product offering.
Troubleshoots product use and applications by using customer provided data and information, as well as IDT sales and manufacturing databases.
Answers all NGS-related customer inquiries received by phone, email and chat.
Documents all incoming and outgoing customer interactions in IDT's Customer Relationship Management (CRM) database.
Supports other IDT service departments and Sales through consultation or escalation of product questions, customer issues, and technical inquiries as needed.
Handles the intake and completion of custom design requests for Next Gen Sequencing panels.
Resolves complaints by determining the cause of the problem, selecting and explaining the best solution to solve the problem, and expediting resolution to the customer's satisfaction.
Uses available resources to formulate a timely and informed customer response; reaches out to appropriate resources as necessary if the customer concern falls outside range of expertise.
Presents technical information in regularly scheduled department meetings.
Contributes regularly to the growing database of technical information and reviews this information.
Demonstrates behavior consistent with the Integrated DNA Technologies Core Values.
Performs other duties as assigned.