Responsibilities

The Technical Support Specialist will provide prompt and professional email-based technical support to end-users, including researchers, lab staff, and collaborators, troubleshooting software, system, and access issues related to biotech research tools and platforms. They will escalate complex technical problems to appropriate internal teams, maintain detailed documentation of support tickets and resolution steps, collaborate with management departments to ensure optimal support outcomes, contribute to the creation and maintenance of support documentation and FAQs, and ensure compliance with data privacy and security protocols. Additionally, the role involves issuing quotations, purchase orders, and invoices using QuickBooks, maintaining HubSpot CRM customer relations, leads follow-up, email campaigns, and updates on Company’s social media platforms.