Technical Support Representative

At IDEXX, creating clarity is at the heart of everything we do. Through innovative diagnostic solutions, technology, and support, we help veterinary professionals make informed decisions that improve the health and well-being of pets and animals worldwide. We're looking for a customer-focused Technical Support Representative who enjoys solving problems, building strong customer relationships, and delivering exceptional service.

What You Can Expect

As a Technical Support Representative, you'll be the first point of contact for customers seeking assistance with IDEXX products and services. You'll work closely with veterinary professionals and internal teams to resolve technical issues, provide product guidance, and ensure customers get the most value from our solutions. This role combines technical troubleshooting, customer support, and relationship management in a fast-paced, collaborative environment.

What You'll Do

- Provide technical support for IDEXX products and services, helping customers resolve issues efficiently and confidently.
- Respond to customer inquiries via phone and other communication channels, addressing questions, concerns, and technical challenges.
- Explain product features and services, guide customers in equipment usage, and support installations and system configurations.
- Troubleshoot hardware, software, database, data communication, and equipment-related issues.
- Coordinate with internal teams to identify solutions and ensure timely issue resolution.
- Maintain accurate technical records and customer documentation.
- Support customer order processing, billing inquiries, and other service-related activities as needed.
- Build and maintain strong customer relationships through proactive, professional, and responsive support.
- Ensure compliance with quality management systems and applicable company requirements.

What You Bring

- High school diploma or equivalent required; an Associate's or Bachelor's degree is preferred.
- Proficient in Cantonese language - as the role requires this incumbent to liaise directly with Hong Kong local clients that speak only Cantonese.
- Experience in customer service, technical support, or a related customer-facing environment.
- Strong interpersonal skills with the ability to build rapport and maintain positive customer relationships.
- Excellent problem-solving and analytical abilities.
- Strong verbal and written communication skills, with the ability to explain technical concepts to both technical and non-technical audiences.
- Strong organizational skills, attention to detail, and the ability to manage multiple priorities.
- Proficiency with Microsoft Office and general computer applications.
- Ability to work both independently and collaboratively within a team environment.
- Fluency in English.

Why IDEXX?

Joining IDEXX means becoming part of a global organization dedicated to innovation, continuous learning, and meaningful impact. We empower our employees to solve challenges, develop their careers, and contribute to improving animal health around the world. Your expertise and commitment to customer success will help veterinary professionals deliver better outcomes for the animals and communities they serve.

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