Company Overview

Sequencing.com is the world’s largest DNA App Store. Our platform's unique universal compatibility enables more than 100 DNA analysis apps and reports in our marketplace to analyze DNA data from any test (23andMe, AncestryDNA, whole genome sequencing) and provide useful information on health, wellness, nutrition, fitness, and genealogy.

Our user base is exploding, and the personal genomics market is experiencing unprecedented growth. We’re venture-backed and scaling rapidly to meet consumer demand.

Sequencing.com is focused on changing lives and changing the world. Our service helps people understand and use the valuable information in their DNA so they can live healthier, happier, and longer lives.

Job Overview

Seeking those who aspire to change the world.

The Technical Support Advocate is a part-time position focused on improving the overall user experience by providing 5-star support. They bring an effective balance of user support expertise and empathy. They are passionate about using technology, the power of ideas, and the potential for purposeful companies to do good while doing good business.

Qualifications & Job Responsibilities

• Experience providing online technical and customer support to consumers using email, real-time online chat, phone (handling both outgoing and incoming calls).
• Experience providing customer support for online, e-commerce sites
• Providing order and technical support for e-commerce platforms, marketplaces, and digital subscriptions that are direct to consumer
• In addition to delivering support via email and support tickets, experience delivering support via FB messenger, real-time chat apps, and phone.
• Experience using ZenDesk Administration tools
• Experience providing technical support and customer support through screen sharing including over zoom.
• Using CMS and payment processing dashboards to evaluate customer issues
• Experience writing customer education content including How-Tos
• Experience assessing and responding to customer support requests, feedback, and complaints including the ability to triage which requests are urgent and when to use de-escalation strategies.
• Ability to navigate through company hierarchy and resources to find solutions
• Must be extremely detail-oriented.

Benefits

• 401k with company matching
• Work from home (remote position)
• Opportunities for rapid career advancement

Location

Remote

Sequencing is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching

Schedule:

• Monday to Friday
• Overtime
• Weekend availability

COVID-19 considerations:
All work is remote (it was before the pandemic and will remain fully remote after).

Application Question(s):

• *REQUIRED* Please complete the following applicant survey before proceeding (this is a required step to complete before submitting this application). After completing the applicant survey, please confirm here that you have filled out and submitted the survey.

Applicant Survey: https://go.apply.ci/p/jz4ldxJqMuPNFY4Fxu

• How many years of experience do you have working with Zendesk?
• How many years of work experience you have delivering customer support or technical support to consumers for e-commerce products or services using each of the following: a) email, b) support ticket system, c) FB messenger, d) real-time chat, e) phone, f) video including screen sharing

Experience:

• Technical support: 1 year (Required)

Work Location: Remote

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