Technical Support Representative
Chicago, IL

Job Description

Passionate about making a difference in the world of cancer genomics?

With the advent of genomic sequencing, we can finally decode and process our genetic makeup. We now have more data than ever before but providers don't have the infrastructure or expertise to make sense of this data. We're on a mission to connect an entire ecosystem to redefine how genomic data is used in clinical settings. We are looking for a Technical Support Representative who will provide top-notch support to our external customers interfacing with Tempus products and platforms.

What You'll Do:

Field inbound technical questions via phone and e-mail ticketing system from providers & care teams

Assist with provisioning of access to our products and systems for customers (both Tempus and third-party-- think Okta, AWS & Aspera)

Delight customers by responding quickly and professionally to their requests

Conduct calls, webinars and screen-shares with customers of how to navigate our tools

Support our partners' informatics departments with transfers of large quantities of data via preferred FTP

Create how-to's and wiki's for Tech Support processes for quick reference

Analyze common customer requests and trends to work smarter

Document all communication and maintain appropriate records and maintain a database of client information

Required Knowledge & Skills:

BS in Computer Science, Information Systems or related field

Minimum of 2 years in a IT related field and/or relevant customer service role

Experience Installing and troubleshooting issues with software, including MS Office, Windows Server and SaaS products (Google Suite, Dropbox, etc)

Experience administering identity management products (MS Active Directory, Okta, etc)

Exceptional customer service and communication skills, including writing reports, business correspondence, user instructions, and procedures

Proficiency supporting both Mac OS-X and Microsoft Windows

Ability to work in fast-paced, agile environments, including off-hours support if needed

Scripting language experience a plus (Powershell, Macros, Python, Powershell, C++, Java, etc.)

Previous experience in the healthcare sector a plus