- Provide specialized support to customers in the bioinformatics, precision medicine, and workflow automation fields both in and out of office hours.
- Resolve complex issues related to the specialized domain or product.
- Collaborate with internal teams to troubleshoot and resolve complex technical & functional issues.
- Stay up to date with industry trends and emerging technologies in the specialized domain.
- Document and track customer interactions, issues, and resolutions in the support ticketing system.
- Contribute to the creation of support documentation, knowledge base articles, and best practices related to the specialized area.
- Provide guidance and assistance to other team members as needed.
- Assist in continuous improvement efforts to enhance technical support processes and customer satisfaction.
- Contribute to cross-functional projects and initiatives in your area of expertise.
TroubleshootingTechnical support