Xogene

• Monitor ticket queue and manage tickets according to Support SLA • Investigate and resolve tickets submitted to the Support Team • Work with product and development teams to understand severity and impact of reported customer issues. • Triage tickets and escalate as appropriate to team members • Respond to customer tickets informatively and with professionalism • Participate in daily, weekly, and monthly reporting requirements • Maintain Support knowledgebase articles, and add additional articles as required • Provide timely updates to the Support Lead on the progress of tickets • Collaborate on the creation and maintenance of training guides, FAQs and other user documentation

• Create clinical trial documents with a focus on accessibility. • Design digital and print assets to support internal projects and initiatives. • Create and design graphics for websites, social media, and other digital platforms. • Create and maintain a design system that ensures brand consistency across all design projects and platforms. • Collaborate with the product and development teams to understand project requirements and user needs. • Analyze client and team feedback to iterate and enhance designs. • Stay up to date with industry trends and incorporate them into design concepts. • Leverage AI technologies to drive innovation and increase efficiency.