Neogen Corporation

Technical Services Help Desk Representative I

Neogen Corporation

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

JuniorMid-Level

About the role

  • Act as a Subject Matter Expert (SME) for key product lines including AccuPoint Next Generation, Soleris Next Generation, Raptor/AccuScan, StatFax, NEOGEN Analytics, and 3M products.
  • Serve as the first escalation point for complex issues and high-priority customer accounts.
  • Answer and log inbound technical support contacts (calls, emails, chats) from clients, identifying issues and providing real-time or long-term resolutions.
  • Perform detailed troubleshooting and documentation of technical problems, including root cause analysis and follow-up.
  • Maintain effective call ownership by updating customers on investigation status and resolutions.
  • Escalate issues to relevant internal teams (e.g., Sales, Billing, IT, Marketing) when needed.
  • Educate and train customers on Neogen’s tech products and solutions to ensure full utilization and promote customer satisfaction.

Requirements

  • Bachelor’s degree (B.S.) from a four-year college or university or equivalent combination of education and experience.
  • 2+ years of customer service or technical support experience, preferably in a software or diagnostics environment.
  • Proficiency in Spanish and/or Portuguese is highly desirable to better support our global customer base.
  • Strong verbal and written communication skills, ability to troubleshoot effectively, and commitment to delivering an excellent support experience.
  • Familiarity with customer domain networks, diagnostics equipment, and data software tools is a plus.
Benefits
  • Education and training on Neogen's tech products and solutions to ensure full utilization
  • Contribute knowledge base articles to support both internal team learning and customer-facing documentation.
  • Participate in cross-training, special projects, and ongoing education related to Neogen platforms and services.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingroot cause analysistechnical supportcustomer servicedocumentation
Soft skills
communication skillscustomer satisfactioncall ownershiptrainingescalation management