• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Serve as a resource to product development, marketing, and sales teams as needed. • Manage and track customer inquiries to ensure timely resolution. • Provide regular reports on case status and trends to management. • Perform other duties as assigned to meet business needs.

• Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools. • Support methods include telephone, e-mail, and online customer meetings. • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed. • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses. • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams. • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents. • Serve as a resource to product development, marketing, and sales teams as needed. • Manage and track customer inquiries to ensure timely resolution.

• Provide technical support and assistance to end-users across various business applications • Troubleshoot, resolving technical issues, documenting solutions, and collaborating with cross-functional teams • Stay updated with IT trends and innovations • Contribute to continuous system improvements • Maintain a high level of service quality • Resolve support tickets in a timely manner and escalate to third party or vendor support if necessary

Role Description - Provide Level 2 technical support for enterprise customer relationship management (CRM) and marketing technology platforms. - Serve as an escalation point for issues unresolved by Level 1 support, ensuring timely and effective resolution. - Manage, troubleshoot, and resolve incidents and requests through an IT Service Management (ITSM) ticketing system. - Support platform access management, user onboarding and offboarding, permissions, and configuration. - Troubleshoot complex technical issues related to platform functionality, integrations, and user workflows. - Collaborate with engineering, marketing, and business teams to resolve issues while minimizing operational disruption. - Act as a primary support contact for marketing and communications stakeholders. - Provide training, guidance, and best practices to users on CRM and marketing platforms. - Assist with platform rollouts and increased support requirements related to new initiatives or feature adoption. - Document resolutions and maintain support documentation and knowledge base content. - Communicate clearly with distributed technical and business teams, ensuring alignment and expectation management. - Follow established support processes, operational procedures, and security policies. - Contribute to continuous improvement of platform support and operational efficiency. Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Company Description We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.