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