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Technical Services Help Desk Representative I
About the Role
Neogen is seeking a Technical Services Help Desk Representative I to serve as a customer support and technical resource for Neogen users.
In this role, you will be an initial point of contact for incidents, technical problems, and service requests. You will investigate, troubleshoot, resolve, and document customer issues while building product knowledge and technical support expertise across Neogen platforms.
The role also supports escalation management, customer education, knowledge documentation, and continuous improvement of help desk processes and product support.
Essential Duties and Responsibilities
In this role, you will make an impact by:
- Serving as a technical resource for Neogen customers across supported product lines, including AccuPoint Next Generation, Soleris Next Generation, Raptor/AccuScan, StatFax, NEOGEN Analytics, 3M products, customer networks/domains, and related platforms
- Responding to inbound technical support contacts through phone, email, chat, and other support channels
- Investigating, troubleshooting, resolving, and documenting customer technical issues
- Maintaining ownership of assigned cases and providing timely updates to customers regarding investigation status and resolution
- Following established troubleshooting procedures and asking appropriate clarifying questions to identify root causes
- Escalating issues to appropriate internal teams, including Help Desk Support, Billing, Sales, IT, Marketing, Hardware Shipping, Production, or other functions as needed
- Documenting customer issues, troubleshooting steps, actions taken, and resolutions accurately within support systems
- Supporting high-priority customer accounts and urgent technical issues as assigned
- Educating customers on product use, available features, and best practices to support effective product utilization
- Identifying opportunities to improve the customer experience during support interactions
- Creating and updating knowledge base articles and technical documentation for customer and internal team use
- Participating in product training, cross-training, continued education, and special projects
- Supporting product quality and development efforts by documenting recurring technical issues and customer feedback
- Following Neogen quality, productivity, documentation, and customer service standards
- Complying with company policies, procedures, and expectations for professional workplace behavior
Basic Qualifications
- Associate degree from an accredited college or university, or an equivalent combination of education and relevant experience
- 2+ years of related customer service, technical support, help desk, or customer-facing experience
- Experience communicating with customers through phone, email, chat, or similar support channels
- Experience documenting customer issues, troubleshooting steps, and resolutions
- Ability to manage time, organize priorities, and maintain ownership of assigned work
- Ability to use active listening, probing questions, and structured troubleshooting techniques to resolve customer concerns
- Strong written and verbal communication skills
- Ability to explain technical information to both technical and non-technical customers
- Basic knowledge of computer hardware, database structures, and networks
- Working knowledge of Microsoft Windows operating systems
- Ability to maintain confidentiality and handle customer information appropriately
- Ability to adapt to changing priorities and manage multiple customer issues simultaneously
- Ability to work independently while knowing when to escalate or request assistance
Preferred Qualifications
- Experience in a software, diagnostics, laboratory, life sciences, food safety, or technical product environment
- Experience supporting diagnostic instruments, software platforms, customer networks, or connected devices
- Experience with ticketing, case management, or CRM systems
- Experience creating knowledge base articles, technical documentation, or customer training materials
- Experience supporting complex or high-priority customer accounts
- Experience working in a remote or distributed support environment
What Will Help You Succeed
- Strong customer service mindset
- Strong analytical and problem-solving skills
- Ability to remain calm and professional when working through complex customer issues
- Strong attention to detail and follow-through
- Ability to listen actively and ask effective troubleshooting questions
- Ability to communicate with empathy while maintaining professionalism
- Curiosity and willingness to continuously build technical and product knowledge
- Ability to work collaboratively and contribute to a team environment
- Strong organization and time management
- Commitment to continuous improvement and customer satisfaction
Work Environment
This role requires regular use of computer systems, technical support tools, and communication platforms while supporting customers remotely or through designated support channels.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Come Be Part of a Mission That Matters
At Neogen, our mission is to protect the world’s food supply. Our products and solutions support customers across food safety, animal safety, diagnostics, and related industries.
Joining Neogen means becoming part of a team where your technical knowledge, problem-solving skills, and customer support experience can directly contribute to customer success and a mission that matters.
Come Be Part Of A Mission that Matters!
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.
