• Providing Level 1 technical support (verbal and written) for the Company’s software products (IAMQC, MSDRx) and related applications to both external and internal customers • Handling customer support inquiries • Conveying customer feedback to Product Management, Quality, and Marketing teams • Process mapping • Writing work instructions • Using the database for boilerplate product support language • Managing and tracking customer complaints • Document customer issues, actions, and resolutions within Salesforce Case files. • Document and advance cases to Level 2 as needed • Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses • Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information. • Share customer feedback with Product Management, Commercial, and Quality teams • Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents • Manage and track customer inquiries to ensure timely resolution • Provide regular reports on case status and trends to management • Perform other duties as assigned to meet business needs