• Demonstrate an unwavering commitment to Lesaffre's safety-first culture • Provide technical support to Procelys customers through on-site visits, presentations, and product training to ensure optimal use of our solutions • Analyze customer feedback and technical issues to drive product development, improvements, and competitive positioning • Train and support Business Managers on application details, product performance, and technical selling points • Troubleshoot product performance issues in collaboration with cross-functional teams to deliver recommendations • Serve as the main technical point of contact and project leader between commercial, applications, and quality teams • Develop technical partnerships with academia and research institutes to investigate product performance • Act as the regional technical expert, building relationships with key customers and driving new business opportunities • Remain active in technical networks to contribute to industry knowledge sharing and training • Monitor industry innovations and technological trends, providing quarterly landscape reports to management • Represent Procelys at regional technical events through lectures and presentations

• Handling customer support calls/requests • Providing end-user support for computers, operating systems and applications, network connectivity, printers and peripherals • Managing and documenting tickets in the ticketing system • Communicating and coordinating with vendors and other support tiers • Reviewing and updating documented information

• Support Engineering exists to resolve technical issues and educate customers by answering questions • Work with customers to troubleshoot and solve reported issues • Contribute to improving product and handbook documentation • Observe trends causing issues for our customers and suggest remedies • Suggest improvements for team onboarding and customer experience

• Proactively monitors the performance of Zayo-deployed devices, which includes ticketing events when identified. • Equipment being monitored includes Cisco routers, Brocade switches, AeroHive /Juniper Mist access points and switches, and Data Center components. • Informs impacted customers by phone or e-mail of events and provides frequent status updates until events are resolved. • Acts as the initial point of triage and escalates events accordingly. • Identifies and correlates alerts that are related to single points of impact that may result in a large-scale service interruption impacting multiple customers. • Communicates internally to alert all parties and obtains all resources needed to help process and restore the impact timely. • Manages underlying carriers to report failures and drive resolutions by obtaining frequent status updates and escalations that provide timely resolutions with a sense of urgency. • Identifies trends related to chronic disruptions and collaborates with internal resources to identify permanent fixes to reduce future impacts. This may include opening chronic tickets with carriers when necessary. • Manages and correctly processes all inbound emails from vendors, customers, and internal sources. • Provides inbound support for Zayo voice services through all available inbound support channels. • Other duties as assigned.