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