• Our team works in the heart of the technology team with complete access to the company’s product experts and technical resources. • Help our customers maximize their use of Granicus’ suite of products. • Use state-of-the-art technology tools and unique problem-solving skills to assist customers. • Collaborate and contribute to the company's positive work environment.

• Provide support to users in the use of systems developed by LPT4 (training will be provided).

• Provide 1st and 2nd level technical support for LIMS applications. • Investigate, troubleshoot, and resolve incidents within agreed SLAs. • Log, track, and manage tickets using IT Service Management tools (e.g., ServiceNow, BMC Helix). • Perform initial root cause analysis and escalate complex issues to appropriate teams. • Collaborate with IT Operations, Development, and other stakeholders to ensure timely resolution. • Develop, write, and debug scripts to automate workflows and enhance system functionality. • Maintain accurate documentation of issues, solutions, and standard procedures. • Ensure compliance with IT policies, security standards, and data protection requirements. • Support IIS-hosted web applications and monitor system performance. • Communicate effectively with business and technical stakeholders in an international environment.

• Chat and respond to customer emails to solve technical issues they are facing • Create a report of bugs and repetitive queries from customers every day • Sync with the development team to talk about the weekly customer support experience, what things we are lacking, and what needs to be done more for better customer support • Write documents and maintain reports of top queries and missing content for the content writing team