Responsibilities
- Provide technical support for laboratory software systems used in both wet and dry lab environments, including instrumentation, data analysis, reporting tools, and laboratory information systems.
- Ensure timely resolution or closure of all service requests submitted through the support desk.
- Establish and enforce service level agreements to maintain consistent support standards.
- Maintain proficiency with ServiceNow or comparable ticketing platforms for issue tracking and management.
- Record, monitor, prioritize, and escalate support tickets within company-approved systems to ensure high customer satisfaction.
- Analyze performance data related to services, software, and infrastructure to identify trends and suggest product improvements that enhance user experience.
- Communicate resolution updates to customers and team leads; participate in regular operational meetings as needed.
- Develop instructional materials, quick-reference guides, and training content for supported applications.
- Deliver product training and technical guidance to internal and external users.
- Propose system or process enhancements to management, such as workflow adjustments, additional training, or improved documentation, and collaborate with stakeholders to implement effective support strategies.
Benefits
- Comprehensive health benefits with multiple HMO and PPO plan options
- Company match on 401k contributions
- Employee Stock Purchase Program enrollment
- Reimbursement for qualifying tuition expenses
- Access to leadership development programs
- 16 days of paid time off annually, in addition to company-observed holidays
- Participation in wellness-focused courses and initiatives
- Involvement in active employee resource groups
Responsibilities
- Provide technical support for laboratory software systems used in both wet and dry lab environments, including instrumentation, data analysis, reporting tools, and laboratory information systems.
- Ensure timely resolution or closure of all service requests submitted through the support desk.
- Establish and enforce service level agreements to maintain consistent support standards.
- Maintain proficiency with ServiceNow or comparable ticketing platforms for issue tracking and management.
- Record, monitor, prioritize, and escalate support tickets within company-approved systems to ensure high customer satisfaction.
- Analyze performance data related to services, software, and infrastructure to identify trends and suggest product improvements that enhance user experience.
- Communicate resolution updates to customers and team leads; participate in regular operational meetings as needed.
- Develop instructional materials, quick-reference guides, and training content for supported applications.
- Deliver product training and technical guidance to internal and external users.
- Propose system or process enhancements to management, such as workflow adjustments, additional training, or improved documentation, and collaborate with stakeholders to implement effective support strategies.
Benefits
- Comprehensive health benefits with multiple HMO and PPO plan options
- Company match on 401k contributions
- Employee Stock Purchase Program enrollment
- Reimbursement for qualifying tuition expenses
- Access to leadership development programs
- 16 days of paid time off annually, in addition to company-observed holidays
- Participation in wellness-focused courses and initiatives
- Involvement in active employee resource groups
Other
- Standard work schedule is Monday through Friday during daytime hours
- Periodic travel to laboratory locations is required as needed
- Employment decisions are made without discrimination based on race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or veteran status
