Customer Support Representative

JOB SUMMARY

Performing variety of customer service activities for internal and external customers, providing information, resolving issues and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues/problems/concerns.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provides customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.  
• Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.  
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.  
• Ensures ongoing customer satisfaction and continuing strong customer relationships.  
• Supports quality management system and other compliance requirements.

EDUCATION:

• High School diploma or equivalent combination of education and experience required. Associates degree, Bachelors degree or equivalent preferred.

REQUIRED SKILLS AND ABILITIES:

• High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
• Proficient in Cantonese language - as the role requires this incumbent to liaise directly with Hong Kong local clients that speak only Cantonese.
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Phone skills, with ability to establish rapport.
• Attention to detail.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Supervisory skills, if a lead position.
• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Personal computer skills, including Microsoft Office.

PHYSICAL DEMANDS:

• Extensive sitting, phone and computer use.
• May be required to lift, move and carry up to 50 pounds.
• Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
• Ability to communicate verbally on phone and in person.
• Extended hours may be required.
• Some travel required.

LEVELING GUIDE:

• Has developed skills through formal training or considerable work experience.  Performs full range of established procedures, and will typically be considered skilled through on-the-job experience.
• Work typically involves technical skills and/or administrative duties within established procedures with a moderate degree of supervision.
• Resolves routine issues without supervisory approval.