Technical Support Representative

Primary Responsibilities:

• Handles inbound and outbound contact channel activity and other cases in an efficient manner and drives achievement of team SLA goals
• Demonstrates strong interpersonal skills, providing customers with the highest standard of customer support, adhering to our softskill & technical call coaching model and drives customers to a positive outcome
• Demonstrates strong problem-solving skills, along with advanced knowledge of IDEXX products and services, providing highly effective technical troubleshooting to customers and internal stakeholders
• Able to work independently and as part of a team, engaging our customer-facing ecosystem and other resources as needed to resolve complex customer issues

Key Responsibilities:

• Primary responsibility is to provide inbound and outbound contact channel support and other requests for support, providing highly effective technical troubleshooting and product knowledge to customers and internal stakeholders
• Collaborates effectively with teammates to provide an adequate level of coverage for customer contact channels and other tasks to ensure achievement of team SLA, targets and goals
• Demonstrates strong interpersonal skills, providing customers with the highest standard of customer support, adhering to our softskill and technical coaching model and drives customers to a positive outcome
• Demonstrates effective questioning, root case analysis and problem-solving skills, along with advanced knowledge of IDEXX products and services, providing highly effective technical troubleshooting to customers and internal stakeholders
• Ability to communicate complex information in simple terms
• Balances a strong focus on customers’ needs with thorough technical troubleshooting and a high level of compliance with established processes
• Works independently and as part of a team, engaging our customer-facing ecosystem and other resources as needed to resolve complex customer issues
• Proactively identifies opportunities for improvement in Technical Support tools and processes, training, on the job resources and customer-facing resources and support tools
• Identifies trends from customer issues/feedback and escalates appropriately within the business, working cross-functionally to ensure resolutions are fed back to the team in a timely manner
• Willingly disseminates and corroborates knowledge and learnings with teammates and other internal stakeholders as needed. Supports onboarding of new teammates through sharing of information and resources, call buddying and collaboration
• Diligently records all customer interactions in the customer relationship management system (Salesforce). Includes detailed case tracking notes, next steps and/or resolution. Holds others accountable for doing likewise
• Elevates complex technical issues as needed to elevations teams and communicates follow-up and/or resolution to the customer
• Communicates difficult or sensitive customer issues to direct leader, whilst keeping other team members up to date on ongoing issues
• Continue to learn and maintain product knowledge by leveraging local and global resources available
• Participates in weekend & holiday support roster to provide customer assistance during these periods
• Development and implementation of local Customer Support initiatives or ad-hoc projects
• Adhere to Workplace Health and Safety policies
• Provide in-field customer support and training (as required only)
• Other duties as required

Requirement:

• Cantonese language proficiency required - This position requires the incumbent to communicate and liaise with clients that only speak Cantonese.
• Relevant tertiary qualifications or equivalent experience preferred
• Minimum 2 years of customer service experience preferred
• Product support experience preferred
• Proficiency in Microsoft packages essential
• Sound understanding of the veterinary industry preferred
• Experience with the use of SAP and Salesforce advantageous
• Actively shares knowledge within team and across departments/ regions
• Consistently achieves positive feedback through call coaching