Job Description
Come Be Part of a Mission that Matters!
Neogen is looking to hire a Technical Services Help Desk Representative II! This individual will help improve the quality and safety of food worldwide by providing expert level software and hardware technical support for internal and external customers. Host and arrange trainings for front end team members like Tier1 Technical Service, Professional Service, Inside Sales, and Food Safety customers on the installation/configuration, data management procedures, and proper usage and operation of software and hardware for NEOGEN products. The Tier2 support will be a subject matter expert in multiple instrument and software fields and will serve as the first escalation point for high profile accounts and issues needing urgent resolution.
Primary responsibilities include, but are not limited to the following:
- Provide expert level technical support for Food Safety instrumentation (hardware and the accompanying software) and .NET based software including web and desktop applications
- Responsible for direct escalation from Tier-1 Technical Support teams
- Provide remote assistances to install and configure hardware and software in a multitude of environments.
- Work with customer IT department for deployment readiness, installation support, and troubleshooting
- Develop and deliver training and resources to streamline installation processes, workflow, troubleshooting guides, and common FAQs
- Develop and deliver innovative basic and advanced level training for Tier1 Tech Service, customers, sales, marketing, regional and local technical and professional services personnel on supported platform(s)
- Participation in competitive assessments and publication of results
- Support New Product Introduction (NPI) projects
- Gathering Voice of Customer (VOC) and supervising/coordinating Customer Verification Experiments (CVEs)
- Log and investigate complaints, defects, or other sources of customer dissatisfaction
- Ability to be flexible in work schedule to meet project time zones
- Lead for the planning and implementation of corporate level software/hardware deployments.
Basic/Minimum Qualifications:
- Associate's degree from an accredited university
- Two years of technical support experience
- OR three years technical support experience with one or more of software support, hardware support or technical documentation.
- Two years of Customer Service experience.
- Basic understanding of Cloud based applications or SaaS (Software as a Service).
- Basic understanding of Computer systems, Networking concepts and protocols, DBMS (Database Management Systems), Information Systems and Client-Server Applications.
- Basic understanding of Computer system hardening: User Account Control (UAC), Group Policy, Endpoint Security and Firewalls
- Work Experience in troubleshooting Windows Operating Systems, Internet Information Services (HTTP, FTP), SQL database and client-server applications.
Preferred Qualifications:
- Bachelor’s degree in computer science, Management Information Systems, Electrical Engineering, Food Science, Microbiology, Biochemistry, Biology, or related discipline from an accredited university
- Familiarity with Software Development Lifecycle
- Good understanding of Cloud applications or SaaS (Software as a Service), Computer Systems, Networking concepts and protocols, DBMS (Database Management Systems), Information Systems and Client-Server Applications.
- Good understanding and work experience on computer system hardening: User Account Control (UAC), Group Policy, Endpoint Security and Firewalls.
- Extensive work experience in troubleshooting Windows Operating Systems, IIS, SQL database and client-server applications.
- Experience with Customer Relationship Management systems (Salesforce, Dynamics 365, Zendesk)
WHO IS NEOGEN:
From farm to fork, we offer solutions to enhance the quality, quantity and safety of the global food supply. Our food safety diagnostics are used within farming operations to the production facilities of most of the world’s best-known food companies. Neogen’s solutions are critical to the health and well-being of our customers’ operations – and in turn their consumers. What we do matters!
Neogen’s culture combines stability with a deep believe in providing professional and personal growth. Our Pillars of Trust – the principles which guide our everyday decision—making, include Openness, Honesty, Credibility, Respect, and Service. It’s the belief in these characteristics that provide a consistent, happy and healthy work environment for our employees.
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