Technical Support_KR

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 via call for 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.
• Other duties as assigned.
• Scheduled rotational weekend support is required

MINIMUM QUALIFICATION:

• Bachelors degree or equivalent preferred.
• Minimum one year of relevant experience

REQUIRED SKILLS AND ABILITIES:

• High quality customer facing interpersonal skills, with experience working with customers and maintaining good customer relationships.
• Strong responsibility, ownership and proactive attitude on work for providing solution and closing case in a complex and under pressure in a fast-paced environment
• Communication skills, both verbal and written, include ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Phone skills, with ability to establish rapport.
• Attention to detail.
• Personal computer skills, including Microsoft Office.
• Business communication English language.

PHYSICAL DEMANDS:

• May be required to lift, move and carry up to 50 pounds. ( 1-2 times per month)

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.

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