Technical Services Help Desk Representative I

Role overview This remote support role serves as an initial point of contact for technical incidents and service requests across diagnostic and food safety product lines. The position involves investigating, troubleshooting, resolving, and documenting customer issues while building expertise across multiple platforms.

Responsibilities - Respond to inbound technical support contacts through phone, email, chat, and other support channels - Investigate, troubleshoot, resolve, and document customer technical issues across multiple product lines including diagnostic instruments, software platforms, and connected devices - Maintain ownership of assigned cases and provide timely status updates to customers - Escalate issues to appropriate internal teams including IT, Billing, Sales, Production, and others as needed - Educate customers on product use, features, and best practices - Create and update knowledge base articles and technical documentation for customer and internal team use - Participate in product training, cross-training, continued education, and special projects

Requirements - Associate degree from an accredited institution, or an equivalent combination of education and relevant experience - Two or more years of customer service, technical support, help desk, or customer-facing experience - Experience communicating with customers through phone, email, or chat - Experience documenting customer issues, troubleshooting steps, and resolutions in support systems - Basic knowledge of computer hardware, database structures, networks, and Microsoft Windows operating systems - Strong written and verbal communication skills with the ability to explain technical information to non-technical audiences

Nice to have - Experience in software, diagnostics, laboratory, life sciences, or food safety environments - Background supporting diagnostic instruments, software platforms, customer networks, or connected devices - Experience with ticketing, case management, or CRM systems - Experience creating knowledge base articles, technical documentation, or customer training materials - Experience working in a remote or distributed support environment