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Acts as the Subject Matter Expert (SME) for the following product lines: AccuPoint Next Generation, Soleris Next Generation, Raptor/AccuScan, StatFax, NEOGEN Analytics, General Operations, Cross-Platform Baseline competency, 3M products, Customer Networks/Domain, etc.  Serves as the first escalation point in areas of expertise and manages the support of high-profile accounts and issues that require urgent resolution.  Performs daily problem-solving and logs/document fixes and communications: documents customer information and recurring technical issues to support product quality programs and development.

The Software Solution Specialist is a customer support and technical resource for Neogen users.  In this role, the specialist is the initial point of contact for incidents, problems, and request management.  Answers, resolves, and logs inbound help desk support contacts from clients, identifies issues, and provides suggestions and long-term resolutions.  Works closely with assigned mentor and team leader to develop and improve help desk support skills, uses provided support tools, learns effective troubleshooting techniques, and increases product knowledge. 

Essential Duties and Responsibilities:  

• Answers and processes incoming tech support contacts effectively and efficiently to optimize customer experience.
• Maintains effective call ownership by providing timely resolutions and managing open items by initiating outbound calls to notify customers of the status of investigations and resolutions to technical issues.
• Documents all customer-related issues from internal and external customers, including the creation of tickets, steps and actions taken, and results and resolutions obtained throughout each call, email, and website chat.
• Responsible for following proper troubleshooting steps, asking clarifying questions, and discovering the root cause of concerns and issues without known fixes.
• Escalate issues as needed within Help Desk Support or to external groups such as Billing, Sales, I.T., Marketing, Hardware Shipping & Production, etc.
• Effectively educates customers on product use, assists them in fully utilizing available features to improve office productivity, and identifies upsell opportunities during product training (Neogen Analytics, Next Gen. devices, etc.).
• Submits knowledge base articles regularly to update customer and team member education on processes for fixing new devices and new processes/fixes for existing devices.
• Participates in special projects and performs other duties as required.
• Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work-related tasks in a manner that complies with all Company policies and procedures.
• Participating in continued education classes of Neogen products and processes.
• Adhering to company policies, procedures, and directives regarding standards of workplace behavior when completing job duties and assignments. 

• Education and Experience
  • Two + years related customer service experience and/or training.
  • Bachelor’s degree (B.S.) from four-year College or University or equivalent combination of education and experience.

From inside the farm gate to our dinner plates, Neogen protects the world’s food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.