Technical Services Help Desk Representative I

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a technical resource for Neogen clients across various product lines and associated platforms.

• Address incoming technical support inquiries via phone, email, chat, and other support channels.

• Investigate, troubleshoot, resolve, and document customer technical challenges.

• Maintain responsibility for assigned cases and provide timely updates to customers.

• Adhere to troubleshooting procedures and identify root causes by asking clarifying questions.

• Escalate issues to the relevant internal teams when necessary.

• Record customer issues, troubleshooting steps, actions taken, and resolutions in support systems.

• Support high-priority customer accounts and urgent technical matters.

• Educate customers on product usage, features, and best practices.

• Identify opportunities to enhance the customer experience.

• Create and update knowledge base articles and technical documentation.

• Participate in product training, cross-training, ongoing education, and special projects.

• Document recurring technical issues and customer feedback to aid in product quality and development.

• Adhere to Neogen's standards for quality, productivity, documentation, and customer service.

• Follow company policies, procedures, and professional workplace expectations.

⛳️ Requirements

• Associate degree from an accredited institution, or an equivalent blend of education and relevant experience.

• Over 2 years of relevant customer service, technical support, help desk, or customer-facing experience.

• Experience in communicating with customers via phone, email, chat, or similar support channels.

• Proficient in documenting customer issues, troubleshooting steps, and resolutions.

• Capable of managing time, organizing priorities, and taking ownership of assigned tasks.

• Skilled in active listening, asking probing questions, and employing structured troubleshooting techniques to resolve customer issues.

• Strong written and verbal communication abilities.

• Capable of explaining technical information to both technical and non-technical customers.

• Basic understanding of computer hardware, database structures, and networking concepts.

• Working knowledge of Microsoft Windows operating systems.

• Ability to maintain confidentiality and appropriately handle customer information.

• Adaptability to changing priorities and capacity to manage multiple customer issues concurrently.

• Ability to work independently while recognizing when to escalate or seek assistance.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and career growth.

• Supportive work environment with a focus on teamwork.

• Access to training resources and educational programs.