Customer Support Specialist - US - Bay Area - Foster City

  • Illumina
  • US - Bay Area - Foster City
  • Oct 12, 2020
Full time Biotech

Job Description

Position Summary:


The Illumina Lab Services (ILS) Customer Support Specialist builds strong relationships with ILS customers and serves as a liaison between customers and cross-functional groups across the company.  The successful candidate will have strong communication skills, be able to remove roadblocks and provide quick resolution for customers and internal teams. This position requires experience interfacing with and supporting internal and external customers. The Customer Support Specialist contributes to the company’s ability to meet sales goals while providing an exceptional customer experience.



  • Primary point of contact to support our clinical internal and external customers
  • Ensure order accuracy, completeness, technical feasibility, and revenue recognition according to company requirements and the service contracts
  • Analyze problems, and determine approach within guidelines, reports and recommendations
  • Build productive and collaborative working relationships both internally and externally
  • File clinical documentation promptly and assist in auditing
  • Exercise judgment within defined policies, procedures and practices to determine appropriate action
  • Understand and apply best practices and knowledge of internal/external business challenges to improve processes or services



  • Bachelor’s degree required
  • Field of study in Life Science, Genetics or Biochemistry preferred
  • At least 2 years of customer support experience, or equivalent work experience in a biotechnology or clinical testing services provider
  • Strong written and verbal communication skills
  • Functional knowledge of Microsoft Office
  • Preferred experience with a CRM and/or ERP system (SAP and SFDC a plus)
  • Diligent, detail-oriented, methodical, practical, analytical with good project management skills.
  • Strong cross-team collaboration skills.
  • Strong interpersonal and customer service skills
  • Strong desire to provide total customer support, going further to address customer core needs.
  • Experience solving problems independently and working effectively in a team environment


All listed requirements are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.




At Illumina, we strive to foster a diverse and inclusive workplace by cultivating an environment in which everyone contributes to our mission. Built on a strong foundation, Illumina has always been rooted in openness, collaboration, and seeking alternative views and 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 demonstrate our collective commitment to diversity and inclusion in the communities we live and work. 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. If you require accommodation to complete the application or interview process, please contact To learn more, visit: