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.
Simulate Customer Environments: Utilize our specialized onsite support laboratory to recreate customer scenarios, test instrument performance, and validate technical solutions
Follow standard operating, ticketing procedures and work instructions to image, update and resolve computer and software application issues for new and existing employees.
Documentation & Control: Act as project documentation controller, ensuring records are complete and up to date. Prepare and maintain local equipment documentation, drawings, and technical records. Ensure documentation complies with internal standards and audit requirements.
Support continuous improvement by maintaining knowledge articles, completing structured shift handovers, and contributing to a 24/7 global support operation.