Customer Support Consultant Communication Elevation Team
Company Name:
IDEXX
## Description
IDEXX Laboratories, Inc. 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. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 6,000
people and offers products to customers in over 175 countries.
JOB
Summary: Assists Customer Support Consultants along with other departments by troubleshooting highly technical calls and formatting resolutions into future processes and troubleshooting documents.
PRIMARY DUTIES AND
Responsibilities: __
Research and recommend solutions to:
Network Configuration
Communication between the IVLS, PIMS, and Enterprise.
Utilities and systems-related development tools.
Troubleshooting documentation
Assist the training department in Develop training standards and procedures for:
Configuration and support of new products.
Installation of new products.
Provide high-level consultation to support personnel:
Assists customer support consultants, and business partners with difficult communication problems.
Responds to and resolves end user technical problems regarding equipment and software performance and capabilities.
Analyzes problems, determines cause and initiates elevations or corrective actions.
Demonstrates knowledge and support of Corporate mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards and the code of ethical behavior.
Perform other job-related duties as assigned.
## Qualifications
EDUCATION :
BA/BS (Information Systems or Computer Science desirable), Networking Certification, or equivalent vocational and/or work related experience.
EXPERIENCE :
2
years in technical customer support position.
Contact center or phone support experience preferred
Strong experience with customer service required.
Analytical troubleshooting knowledge required.
In-depth understanding of Customer Support SOPs, work instructions and policies.
Advanced knowledge of Company products and services.
Strong understanding of the current SmartService capability.
Companion Animal Group-Customer Support experience; trained on Catalyst, ProCyte, LaserCyte or SnapShot a plus
REQUIRED SKILLS AND ABILITIES :
Advance knowledge of:
Information technologies.
Communication technologies.
PC hardware technologies.
Operating systems technologies.
PC networking technologies.
Unix, MS Windows 95, 98, NT, 2000, XP, 7, SQL
MS Office suite.
Internet browsing tools: IE5-9, Google Chrome, Safari, Firefox
Working knowledge and experience with Internet technologies.
Knowledge of computer hardware and software operations and capabilities.
Ability to detect, analyze and resolve computer hardware, software and network problems related to SmartService and the IDEXX VetLab Station in a logical manner preferred
Ability to establish and maintain effective working relationships with other customer support consultants, customers and business partners.
Effective verbal and written communication skills and effectively communicate with individuals with various levels of understanding.
Must have strong communication and training skills and be able to successfully communicate technical information to non-technical users.
Ability to perform analysis and trade-off on technical decisions.
Problem solving skills and logical analysis skills.
Skills and ability to perform high quality and precise project management.
Must have strong organizational and time management skills.
PHYSICAL DEMANDS:
Extended periods of sitting, standing and talking on the telephone.
WORK ENVIRONMENT :
Work is performed primarily in a standard office environment.
Occasional travel to various worksites may be required depending on assignment.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Customer Support
Primary Location: Americas-United States-Maine-Westbrook ME
Organization: CAG Customer Support Ops WB1 - 30000373
Schedule: Full-time
Overtime Status: Non-exempt
Job Posting: Nov 24, 2014, 10:59:05 AM
Req ID: 10124790-20141119Estimated Salary: $20 to $28 per hour based on qualifications.
IDEXX
## Description
IDEXX Laboratories, Inc. 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. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 6,000
people and offers products to customers in over 175 countries.
JOB
Summary: Assists Customer Support Consultants along with other departments by troubleshooting highly technical calls and formatting resolutions into future processes and troubleshooting documents.
PRIMARY DUTIES AND
Responsibilities: __
Research and recommend solutions to:
Network Configuration
Communication between the IVLS, PIMS, and Enterprise.
Utilities and systems-related development tools.
Troubleshooting documentation
Assist the training department in Develop training standards and procedures for:
Configuration and support of new products.
Installation of new products.
Provide high-level consultation to support personnel:
Assists customer support consultants, and business partners with difficult communication problems.
Responds to and resolves end user technical problems regarding equipment and software performance and capabilities.
Analyzes problems, determines cause and initiates elevations or corrective actions.
Demonstrates knowledge and support of Corporate mission, vision, value statements, standards, policies and procedures, operating instructions, confidentiality standards and the code of ethical behavior.
Perform other job-related duties as assigned.
## Qualifications
EDUCATION :
BA/BS (Information Systems or Computer Science desirable), Networking Certification, or equivalent vocational and/or work related experience.
EXPERIENCE :
2
years in technical customer support position.
Contact center or phone support experience preferred
Strong experience with customer service required.
Analytical troubleshooting knowledge required.
In-depth understanding of Customer Support SOPs, work instructions and policies.
Advanced knowledge of Company products and services.
Strong understanding of the current SmartService capability.
Companion Animal Group-Customer Support experience; trained on Catalyst, ProCyte, LaserCyte or SnapShot a plus
REQUIRED SKILLS AND ABILITIES :
Advance knowledge of:
Information technologies.
Communication technologies.
PC hardware technologies.
Operating systems technologies.
PC networking technologies.
Unix, MS Windows 95, 98, NT, 2000, XP, 7, SQL
MS Office suite.
Internet browsing tools: IE5-9, Google Chrome, Safari, Firefox
Working knowledge and experience with Internet technologies.
Knowledge of computer hardware and software operations and capabilities.
Ability to detect, analyze and resolve computer hardware, software and network problems related to SmartService and the IDEXX VetLab Station in a logical manner preferred
Ability to establish and maintain effective working relationships with other customer support consultants, customers and business partners.
Effective verbal and written communication skills and effectively communicate with individuals with various levels of understanding.
Must have strong communication and training skills and be able to successfully communicate technical information to non-technical users.
Ability to perform analysis and trade-off on technical decisions.
Problem solving skills and logical analysis skills.
Skills and ability to perform high quality and precise project management.
Must have strong organizational and time management skills.
PHYSICAL DEMANDS:
Extended periods of sitting, standing and talking on the telephone.
WORK ENVIRONMENT :
Work is performed primarily in a standard office environment.
Occasional travel to various worksites may be required depending on assignment.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Customer Support
Primary Location: Americas-United States-Maine-Westbrook ME
Organization: CAG Customer Support Ops WB1 - 30000373
Schedule: Full-time
Overtime Status: Non-exempt
Job Posting: Nov 24, 2014, 10:59:05 AM
Req ID: 10124790-20141119Estimated Salary: $20 to $28 per hour based on qualifications.
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