Customer Support Representative

JOB SUMMARY

Performing variety of customer service activities for internal and external customers, providing information, resolving issues and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues/problems/concerns.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provides customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.  
• Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.  
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.  
• Ensures ongoing customer satisfaction and continuing strong customer relationships.  
• Supports quality management system and other compliance requirements.

EDUCATION:

• High School diploma or equivalent combination of education and experience required. Associates degree, Bachelors degree or equivalent preferred.

REQUIRED SKILLS AND ABILITIES:

• Proficient in Cantonese language, as this role requires this incumbent to communicate with Cantonese speaking only customers, on daily basis.
• High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Phone skills, with ability to establish rapport.
• Attention to detail.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Supervisory skills, if a lead position.
• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Personal computer skills, including Microsoft Office.

PHYSICAL DEMANDS:

• Extensive sitting, phone and computer use.
• May be required to lift, move and carry up to 50 pounds.
• Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
• Ability to communicate verbally on phone and in person.
• Fluency in the English language.
• Extended hours may be required.
• Some travel required.

WORK ENVIRONMENT:

• Laboratory environment with potential biohazards present.
• Potential for exposure to agents known to cause zoonotic disease in humans and use of potentially hazardous chemicals as defined by the National Hazard Communication Standards. A complete list of such chemicals is available from department supervision.

LEVELING GUIDE:

• Has developed skills through formal training or considerable work experience.  Performs full range of established procedures, and will typically be considered skilled through on-the-job experience.
• Work typically involves technical skills and/or administrative duties within established procedures with a moderate degree of supervision.
• Resolves routine issues without supervisory approval.

WHY IDEXX?

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery.  

At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, colour, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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