Technical Support (1-Yr Contract) - Part-Time

Job Summary

• 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 soft skill & 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
• Is able to work independently and as part of a team, engaging our customer-facing ecosystem and other resources

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
• Collaborate 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 soft skill and technical coaching model, and drives customers to a positive outcome
• 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
• Willingly disseminates and corroborates knowledge and learnings with teammates and other internal stakeholders as needed.
• 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 the elevation teams and communicates follow-up and/or resolutions to the customer
• Communicates difficult or sensitive customer issues to the 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
• Other duties as required

Requirements

• Proficiency in Mandarin language require - as the role requires this person to liaise mainly with our external customers based in Taiwan, who mainly communicate in Mandarin.
• Work experience in Clinical Diagnostics of Biochemistry and Hematology analyzers preferred.
• Laboratory experience preferred
• Computer skills in Microsoft Office, including Excel, Words, Powerpoint, and Outlook.
• Good communication and presentation skills.
• 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.