Technical Support Specialist

IDEXX; Maluti-a-Phofung Local Municipality; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A global leader in veterinary diagnostics is seeking a Customer Service Representative in Maluti-a-Phofung. This role involves providing technical support for veterinary products, ensuring customer satisfaction, and maintaining strong relationships. Candidates should have a Bachelor's degree and 1-3 years of experience, with strong communication skills and ability to work independently in a fast-paced environment.

Qualifications

• 1-3 years related experience preferred.
• Ability to communicate complex technical issues professionally.
• Experience maintaining good customer relationships.

Responsibilities

• Provide customer technical support for company products.
• Research and provide solutions to customer issues.
• Ensure customer satisfaction and ongoing relationships.
• Support quality management system compliance.

Skills

High quality customer facing interpersonal skills

Strong responsibility and proactive attitude

Communication skills (verbal and written)

Technical record keeping management skills

Reasoning and analytical skills

Organized with ability to multi-task

Ability to work independently and as part of a team

Phone skills

Personal computer skills (Microsoft Office)

Business communication in English

Education

Bachelor’s degree or equivalent

Job description

JOB SUMMARY

Performing variety of customer service activities for internal and external customers, providing information, resolving issues and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues/problems/concerns.

PRIMARY DUTIES AND RESPONSIBILITIES

• Provides customer technical support via call for Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic equipment and other products and services.
• Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues.
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
• Ensures ongoing customer satisfaction and continuing strong customer relationships.
• Supports quality management system and other compliance requirements.
• Other duties as assigned.
• Scheduled rotational weekend support is required

EDUCATION

• Education: Bachelor’s degree or equivalent preferred.
• Experience: 1~3 Years related experience preferred.

REQUIRED SKILLS AND ABILITIES

• High quality customer facing interpersonal skills, with experience working with customers and maintaining good customer relationships.
• Strong responsibility, ownership and proactive attitude on work for providing solution and closing case in a complex and under pressure in a fast-paced environment
• Communication skills, both verbal and written, include ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Phone skills, with ability to establish rapport. Attention to detail.
• Personal computer skills, including Microsoft Office.
• Business communication English language.

PHYSICAL DEMANDS

• May be required to lift, move and carry up to 50 pounds (1~ 2 times per month)

WORK ENVIRONMENT

• Laboratory environment with potential bio-hazards present (below 1 time per month)
• Potential for exposure to agents known to cause zoonotic disease in humans and use of potentially hazardous chemicals as defined by the National Hazard Communication Standards. A complete list of such chemicals is available from department supervision. (below 1 time per month)