Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of chat & ticket online, without having to dispatch to service partners or desk side support technician.
Research, test and implement cost-effective technology, automation and digital solutions (e.g. Fluent Forms, open-source solutions) to improve workflows and efficiency.
Coordinate with customers and internal technical teams, including Development, Quality Assurance, Infrastructure, and other stakeholders, to escalate complex issues, provide detailed analysis and reproduction steps, and test and validate fixes, patches, and software updates.
Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Simulate Customer Environments: Utilize our specialized onsite support laboratory to recreate customer scenarios, test instrument performance, and validate technical solutions