• Lead and manage a team of Technical Support Agents (chat & email).• Monitor team performance and provide regular feedback, coaching, and mentoring.• Ensure high-quality customer interactions with clear and accurate communication.• Handle customer escalations and resolve complex technical issues.• Ensure adherence to SLAs, response time, and resolution targets.• Manage and prioritize team workload and support queues effectively.• Assist team members in troubleshooting and resolving customer issues.• Collaborate with cross-functional teams for issue resolution.• Conduct quality audits and ensure compliance with SOPs.• Identify process gaps and drive continuous improvement initiatives.• Track key performance metrics (CSAT, productivity, SLA adherence).• Prepare and share performance reports with management.

Role Description - Lead and manage a team of Technical Support Agents (chat & email). - Monitor team performance and provide regular feedback, coaching, and mentoring. - Ensure high-quality customer interactions with clear and accurate communication. - Handle customer escalations and resolve complex technical issues. - Ensure adherence to SLAs, response time, and resolution targets. - Manage and prioritize team workload and support queues effectively. - Assist team members in troubleshooting and resolving customer issues. - Collaborate with cross-functional teams for issue resolution. - Conduct quality audits and ensure compliance with SOPs. - Identify process gaps and drive continuous improvement initiatives. - Track key performance metrics (CSAT, productivity, SLA adherence). - Prepare and share performance reports with management. Qualifications - Bachelor’s degree (B.Sc./BCA/BA/BCom/BBA/BSc IT or equivalent). - 5+ years of experience in customer support (chat/email). - Minimum 1–2 years of experience in a team handling or leadership role. - Excellent written communication skills with attention to detail. - Strong analytical and problem-solving abilities. - Familiarity with customer support tools and chat platforms. - Ability to manage remote teams and multitask effectively. - High level of empathy, patience, and customer focus. Requirements - Location: Remote (Anywhere in India) - Shift: Rotational (24/7 environment) - Hardware: Laptop (16GB RAM, Windows 11), Internet speed 50 Mbps

• Triage & troubleshooting: Receive, manage, and respond to alerts, calls, and trouble tickets. • Customer collaboration: Work directly with customers on calls and screen-sharing sessions, diagnose issues, and provide clear action plans that put them at ease. • Critical response: Respond to critical issues 24x7x365 as part of an on-call rotation. • Automation: Automate the collection of backup system health, backup and recovery jobs, and general environment status; streamline repeatable tasks. • Monitoring & resolution: Monitor backup systems and performance, identify issues that need attention, troubleshoot, and resolve, including on the source systems being backed up. • Root cause analysis: Troubleshoot outages and perform root cause analysis to prevent recurrence. • Security & compliance: Configure access using a least-privileged approach, audit, and ensure adherence to policies and procedures. • Upgrades: Communicate upgrade and rollback plans, and execute upgrades. • Documentation: Maintain an internal wiki with technical documentation, manuals, and IT policies.

Title: Gas Chromatography SME - Support and Training (HYBRID Shelton, CT) Location: Shelton Shelton Full time Job requisition id REQ-057732 Job Description: When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services. When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs. With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services. Job Description The Sr. Technical Support Specialist provides technical support to field engineers and the inside service team who are diagnosing, troubleshooting, and repairing complex electro/mechanical scientific equipment, computer systems, and/or complex software. This role responds to situations where inside technical product support has failed to isolate or fix problems in malfunctioning equipment or software. In addition, this role develops and delivers technical training as well as being responsible for supporting new product introductions from the Gas Chromatography product line.. DUTIES AND RESPONSIBILITIES: Technical support (Primary Role) - Provide 3rd level Technical Support and problem resolution to field service and inside service representatives as requested or required. - Monitor and respond to field service Alert system. Be responsible for the completion and escalation of open issues. Take an active role in bi-weekly Alert Calls and twice-monthly Customer Satisfaction Problem Resolution Meetings. - Collaborate with R&D, vendors and other partners to troubleshoot and evaluate product problems, drive root-cause analysis and implement product and/or process improvement. Maintain Service Documentation - Own the development and maintenance of technical documentation for the in-house technical knowledgebase. Including: Installation and Qualification documents, Preventive Maintenance checklists, Service Parts Lists, Service Data Bulletins, etc. Technical Training - Develop and maintain service training course content of assigned product line/technology. - Conduct technical training courses for service engineers, inside service and/or customers in the use, maintenance and troubleshooting of assigned product line/technology. - Maintain instrumentation and laboratory space used for conducting service training - New Product Support - Support new product development efforts by providing DFX input and evaluation of design-for-service. - Creating service documentation, defining and forecasting service parts, developing installation protocols. - Develop new service training courses to support new product introductions. - Participating in launch support teams to monitor initial installations and ensure successful product launches. General Requirements - Ability to work a hybrid schedule in Shelton, CT including periods of full time onsite as required to conduct training courses. - Maintain training and compliance in areas of health and safety, security, environmental and operational aspects of daily activities in the working environment. - Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities of this job at any time. Travel Requirements: Minimal travel required. EDUCATION AND EXPERIENCE: Required Qualifications: - Bachelor's degree or equivalent experience in chemistry, biochemistry, biotechnology, or similar scientific field - A minimum of 4 to 6 years’ experience in a support, service, or an analytical laboratory environment performing duties similar to product end users. - Experience with Gas Chromatography products and methodologies and expertise is a must. - Experience with Chromatography Data Systems for instrument control and data analysis. Preferred Qualifications: - Relevant experience in the analytical instruments & consumables industry - Relevant experience in laboratory, technical support or field service operations - Direct experience with PerkinElmer instrumentation and software preferred - Customer/Service support for Enterprise software systems and computer workstation chromatography software. - Experience working within a cross-functional organization is strongly desired. The annual compensation range for this full-time position is $90,000 to $120,000. The final base pay offered to the successful candidate will be determined by factors including internal equity, work location, as well as individual qualifications, such as job-related skills, experience, and relevant education or training. PerkinElmer is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, or veteran status or any other characteristics protected by applicable law. PerkinElmer is committed to a culturally diverse workforce.