Provides internship-level support to ensure accurate and timely assistance to customers across supported markets under close supervision, gaining hands‑on exposure to remote support operations, customer engagement and case management processes.
Supports the remote support team during customer interactions (phone, chat and email) through shadowing and assisted handling.
Assists with collecting customer information, documenting cases accurately and updating records in the appropriate systems.
Learn to identify and assess basic hardware, software and reagent‑related issues, escalating as required.
Supports follow‑up activities on open cases and assists with coordination across off‑hours teams and local country teams.
Assists with instrument monitoring via dashboard visualization platforms and escalates observations under guidance.
Participates in proactive analysis and improvement i...
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