Technical Services Help Desk Representative I

Job Description

Job Description

It's fun to work in a company where people truly believe in what they are doing!

Neogen Corporation is seeking a Software Solution Specialist to join our Technical Service Help Desk team. In this role, you will act as a customer support and technical resource for Neogen users, specializing in resolving incidents, troubleshooting technical issues, and supporting various Neogen diagnostic platforms.

The ideal candidate will bring strong communication skills, a passion for problem-solving, and a drive to optimize the customer experience. You will work closely with cross-functional teams to ensure timely resolutions, maintain documentation, and support high-profile accounts.

Bilingual applicants are strongly encouraged to apply. Proficiency in Spanish and/or Portuguese is highly desirable to better support our global customer base.

Essential Duties and Responsibilities:

• 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.

• 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.

• Adhere to Neogen’s quality and performance standards, complying with all company policies and procedures.

🎓 Education and Experience:

• 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.

• 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.

• Proficiency in Spanish and/or Portuguese is a significant asset.

Please press Apply to submit your application.

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.