Technical Services Help Desk Representative I

Neogen Corporation

. Serve as a technical resource for Neogen customers across supported product lines and related platforms .

Posted 9/21/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support and customer service, with a strong ability to troubleshoot and resolve issues while maintaining effective communication with customers. Proficient in documenting technical processes and enhancing customer experience through education and feedback.

Highest-signal resume keywords

Technical Support ExperienceCustomer Service SkillsTroubleshooting TechniquesDocumentation SkillsCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingDocumentationComputer Hardware KnowledgeDatabase Structures KnowledgeNetwork KnowledgeMicrosoft Windows Operating Systems

Soft Skills

Active ListeningTime ManagementOrganizational SkillsAdaptabilityCustomer Education

Certifications & Qualifications

Associate Degree

Industry Keywords

Customer ExperienceHelp DeskTechnical IssuesSupport ChannelsQuality Standards

About the role

Key responsibilities & impact

Serve as a technical resource for Neogen customers across supported product lines and related platforms
Respond to inbound technical support contacts through phone, email, chat, and other support channels
Investigate, troubleshoot, resolve, and document customer technical issues
Maintain ownership of assigned cases and provide timely customer updates
Follow troubleshooting procedures and identify root causes through clarifying questions
Escalate issues to appropriate internal teams as needed
Document customer issues, troubleshooting steps, actions taken, and resolutions in support systems
Support high-priority customer accounts and urgent technical issues
Educate customers on product use, features, and best practices
Identify opportunities to improve the customer experience
Create and update knowledge base articles and technical documentation
Participate in product training, cross-training, continued education, and special projects
Document recurring technical issues and customer feedback to support product quality and development
Follow Neogen quality, productivity, documentation, and customer service standards
Comply with company policies, procedures, and professional workplace expectations

Requirements

What you’ll need

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