Technical Support Representative

The Technical Support Representative will provide telephone support to veterinary clinics, research facilities, veterinary academic settings, end users, and distribution partners in the areas of chemistry, hematology, coagulation, rapid diagnostics, and instrumentation. They must satisfactorily address product complaints, resolve customer issues in a timely manner, and be able document complaint in complaint handling database. By addressing and resolving complaints with end user accounts they can maintain satisfaction with current products.

• Handle high volume of incoming technical support calls from EDP Biotech customers and distribution partners while accurately documenting the details of each call in a contact database. Follow up with customers as needed.
• Trouble shoot, document, place orders, and process product failures according to procedures
• Work cooperatively with Product Specialists, Product Managers, and distribution partners to identify root cause of problem.
• Identify trends in customer satisfaction or dissatisfaction and escalate as appropriate.
• Educate customers about methodology, features and benefits, and technical application to improve product performance and customer satisfaction.
• Initiate follow up calls for installation survey, product notification, and software updates.
• Monitor call volume via Contact Client Center; manage tasks and projects while providing optimal phone coverage
• Contribute positively to a team environment and provide backup coverage when necessary, including 24/7 on-call support.
• Prepare and review product support information.
• Participate on product development or marketing teams to provide the voice of the customer.
• Occasionally travel to customer sites to provide support, installation, and training.
• Occasionally attend tradeshows and conventions.
• Adhere to schedule.
• Present a professional image at all times.
• Perform other duties as assigned.