• 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

• Front line phone support for Customers, Field Engineers, and Sales Professionals. • Professionally answer incoming calls, understand the customer’s needs and their environment to resolve Tier 1 customer issues. • Accurately document reported complaints within CRM database. • Understand processes and make recommendations to improve overall team efficiency and provide a superior level of customer support and satisfaction. • Provide intraoperative and non-intraoperative technical phone support to customers and field personnel including Sales, Service, Marketing, etc. • Quickly become knowledgeable on policies, processes and procedures as well as, knowledge of best practices. • Analyze and troubleshoot complex robotic problems using remote diagnostics over the telephone. • Some on-site or in-house service support may be required. • Perform system error log reviews, providing a summary of findings and recommendations to field service. • Review auto-generated cases and dispatch work orders as required through CRM. • Author and review articles in the Knowledge Base per assigned goal.