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 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.
- 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
EDUCATION
- Education: Bachelor’s degree or equivalent preferred.
- Experience: 1~3 Years related experience preferred.
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 bio-hazards present (below 1 time per month)
- 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. (below 1 time per month)
#LI_CT1
Top Skills
What We Do
10,000 people, one global focus - enhancing the health and well-being of pets, people, and livestock
We are passionate about what we do at IDEXX – and why wouldn’t we be? When you’re working to raise the standard of care for pets, make drinking water safe for billions and keep our livestock population around the globe healthy and free of disease, it’s no wonder that what we do each day is more than just a job. There’s an energy across IDEXX that is contagious – where caring and committed people come together to make things better.
IDEXX Laboratories, Inc. (NASDAQ: IDXX), a member of the S&P 500, is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. Headquartered in southern Maine, we conduct operations through more than 70 locations around the world and serve customers in over 175 countries.
Our primary business focuses on pet health, a growing market around the world. Our products —in-clinic diagnostic tests and instrumentation, reference laboratory and telemedicine consultation services, and practice management software—enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and to build more economically successful practices.
We also develop and manufacture diagnostic tests and information for the global production animal industry, including poultry and livestock, as well as tests for the quality and safety of water and milk.
Please visit our website, IDEXX.com/careers, for further information and to view all of our job opportunities.
