Guardant Health is a leading precision oncology company focused on helping conquer cancer globally through use of its proprietary blood tests, vast data sets & advanced analytics. The Guardant Health Oncology Platform is designed to leverage our capabilities in technology, clinical development, regulatory & reimbursement to drive commercial adoption, improve patient clinical outcomes & lower healthcare costs.
In pursuit of our goal to manage cancer across all stages of the disease, Guardant Health has launched two liquid biopsy-based tests, Guardant360 & GuardantOMNI, for advanced stage cancer patients, & is developing programs for recurrence & early detection, called Project LUNAR. Since its launch in 2014, Guardant360 has been used by more than 5,000 oncologists, over 40 biopharmaceutical companies & all 27 of the National Comprehensive Cancer Network centers.
The Enterprise Software team is looking for an experienced application support specialist to deliver high quality application support to end users in the organization. This role encompasses efficient & effective customer service skills to troubleshoot & resolve application issues in support of business operations.
As a member of the Quality team, you will:
Become a subject matter expert on all of the applications (features & functions) within Guardant Health's software applications
Field incoming service/issue requests from end users via email, ticketing system, telephone or in person
Record, track, & document the problem-solving process through to final resolution, including all decisions made, & actions taken
Take ownership of reported application issues & work with SQA and/or Development team to resolve issues when possible
Resolve escalated application issues with minimum need for escalation or team intervention & in a timely manner
Improve the customer experience & drive initiatives that increase their likelihood of success on our platform/applications
Contribute to training/troubleshooting knowledge base of GH applications by documenting troubleshooting & problem resolution steps or work-arounds
Stay up-to-date with developments in both commercial & custom-built software products used at GH
Provide training to customers on how to use Guardant Health (GH) applications as required
Be able to work during business hours (from 9 AM to 5 PM) & available on-call for after hour or weekend work
Perform other duties as assigned
You enjoy an agile, fast paced & highly technical environment. You are comfortable with receiving & providing constructive feedback.
In addition, you bring:
8+ years of experience in a support role supporting software applications, including web-based & iOS
Excellent verbal & written communication skills
Exceptional Customer Service skills
Ability to diagnose, follow-up, & address complex application issues
Good working knowledge of OSX/Windows/Linux operating systems, including UNIX commands/command line & networking concepts
Hands-on knowledge of websites & web pages debugging tools such as Chrome Developer Tools, Internet Explorer Developer Tools, Firebug, and/or Safari Developer Tools
Good working knowledge of API testing tools such as Postman & SoapUI
Hands-on knowledge of HTML, basic system hardware/network configuration, SQL queries & RDBMS (Oracle, MySQL)
Experience in viewing server/system/service log file(s) as related to issues triaging/troubleshooting
Self-motivated, organized & able to work well both independently & in a team environment, with an appropriate sense of urgency.
Bachelor's degree (preferably in Information Technology, Computer Science, or a related technical field or equivalent work experience)
Employee may be required to lift routine office supplies up to 20 lbs & use office equipment. Majority of the work is performed in a desk/office environment; however, there may be exposure to high noise levels, fumes, & biohazard material in the laboratory environment. Ability to sit for extended periods of time.
Guardant Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status & will not be discriminated against on the basis of disability.
Please visit our career page at: http://www.guardanthealth.com/jobs/
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