• Technical Account Specialist

    Job Locations US-WI-Madison
    Req No.
    Clinical Lab Operations
    Regular Full-Time
  • Summary of Major Responsibilities

    The Technical Account Specialist (TAS) position will support the Laboratory Information Management (LIM) Supervisor as needed and act as a subject matter expert (SME) for specific workflows and processes. This role will also occasionally work with trainers and develop internal documentation to support processes.

    Essential Duties and Responsibilities

    • Complete position responsibilities within the appropriate time frame while adhering to quality standards
    • Working with advanced account settings in xRM, updating client account settings
    • Ensure compliance with all Company procedures and guidelines including, but not limited to, Code of Business Conduct and Ethics
    • Stay current with system updates affecting team workflow
    • Work with others in a spirit of teamwork and cooperation
    • Identify issues with systems or processes and offer solutions or escalate issues when appropriate
    • Provide ad-hoc support as necessary within the department (i.e. special projects, provide support due to outages/high volume)
    • Communicate with Internal and External customers when needed as an SME on a given workflow or process
    • Assist in training with new hires or cross training initiatives with teammates when needed
    • May update documentation based on process changes as applicable
    • Utilize trained and developed Excel skills to analyze large data sets
    • Complete other duties as assigned


    Mandatory Skills & Qualifications

    • Demonstrated advanced knowledge of Contact Center Software
    • Excellent written and verbal English communication skills, including appropriate telephone etiquette.
    • Demonstrated ability to read and comprehend written instructions
    • A positive attitude and excellent interpersonal skills with the ability to interact and build strong working relationships with customers and peers at all levels of the organization
    • Disciplined, self-motivated, and reliable: able to stay focused on a task and work independently; motivated to perform quality work; diligent about arriving to work on time and completing tasks that are assigned in a timely manner
    • Professional: conducts self in a professional manner in all interactions with members of the Exact Sciences team, clients and associates
    • Ability to work in a team environment and adapt to changing workload and circumstances effectively; able to respond to new information quickly
    • Ability to operate telephone system, printer, personal computer, photocopier
    • Demonstrated ability to work in Microsoft applications (Word, Excel, PowerPoint)
    • Be available for overtime initiatives when needed
    • Demonstrates initiative and willingness to continuously improve processes
    • Excellent problem solving abilities
    • Analytical skills, organizational ability and ability to understand business processes
    • Adaptable, open to change and able to work in ambiguous situations and respond to new information or unexpected circumstances


    Necessary Education & Experience

    • High School diploma or GED
    • Experience in a role that required frequent keyboard use/typing skills


    Desired Characteristics

    • Some college course work is preferred
    • Demonstrated advanced understanding of Microsoft xRM and Contact Center LIM software


    Physical Requirements and Working Conditions

    • Position requires work in normal office environment
    • Work is generally sedentary in nature, but may require standing and walking for up to 10% of the time


    Exact Sciences is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to age, color, creed, disability, gender identity, national origin, protected veteran status, race, religion, sex, sexual orientation, and any other status protected by applicable local, state or federal law. The Company’s affirmative action program is available to any applicant or employee for inspection upon request. 


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