AMYRIS INC

Compensation

Full Description

We are seeking a Remote Technical Support Specialist - Tier 1 to join our growing support team. This role serves as the first point of contact for technical inquiries from internal teams, customers, and partners. You will provide timely troubleshooting, resolve technical issues, and ensure exceptional customer service while supporting Amyris's mission to deliver sustainable biotechnology solutions. Key Responsibilities • Serve as the first line of technical support for customers, partners, and internal stakeholders via phone, email, chat, and ticketing systems • Diagnose and resolve Tier 1 technical issues related to software applications, systems, and product inquiries • Document all support interactions, issues, and resolutions in the ticketing system with accuracy and detail • Escalate complex technical issues to Tier 2 support or specialized teams when necessary • Maintain comprehensive knowledge of Amyris products, systems, and internal processes • Follow established troubleshooting protocols and standard operating procedures • Provide clear, patient, and professional communication to users of varying technical skill levels • Collaborate with cross-functional teams including IT, product development, and operations to resolve issues • Identify recurring issues and contribute to knowledge base articles and support documentation • Meet or exceed performance metrics including response time, resolution time, and customer satisfaction scores • Participate in ongoing training to stay current on new products, systems, and support best practices Required Qualifications • High school diploma or equivalent (Associate's or Bachelor's degree in related field preferred) • 1-2 years of experience in technical support, help desk, or customer service role • Strong troubleshooting and problem-solving skills • Excellent written and verbal communication skills • Proficiency with ticketing systems and remote support tools • Basic understanding of computer systems, networks, and software applications • Ability to work independently in a remote environment with minimal supervision • Strong organizational skills and attention to detail • Patience and empathy when working with frustrated or non-technical users • Availability to work flexible hours, including occasional evenings or weekends as needed