Technical Services Help Desk Representative I

It's fun to work in a company where people truly believe in what they are doing!
Technical Services Help Desk Representative I
About The Role
Neogen is seeking a Technical Services Help Desk Representative I to serve as a customer support and technical resource for Neogen users.
In this role, you will be an initial point of contact for incidents, technical problems, and service requests. You will investigate, troubleshoot, resolve, and document customer issues while building product knowledge and technical support expertise across Neogen platforms.
The role also supports escalation management, customer education, knowledge documentation, and continuous improvement of help desk processes and product support.
Essential Duties And Responsibilities
In this role, you will make an impact by:
Serving as a technical resource for Neogen customers across supported product lines, including AccuPoint Next Generation, Soleris Next Generation, Raptor/AccuScan, StatFax, NEOGEN Analytics, 3M products, customer networks/domains, and related platforms
Responding to inbound technical support contacts through phone, email, chat, and other support channels
Investigating, troubleshooting, resolving, and documenting customer technical issues
Maintaining ownership of assigned cases and providing timely updates to customers regarding investigation status and resolution
Following established troubleshooting procedures and asking appropriate clarifying questions to identify root causes
Escalating issues to appropriate internal teams, including Help Desk Support, Billing, Sales, IT, Marketing, Hardware Shipping, Production, or other functions as needed
Documenting customer issues, troubleshooting steps, actions taken, and resolutions accurately within support systems
Supporting high-priority customer accounts and urgent technical issues as assigned
Educating customers on product use, available features, and best practices to support effective product utilization
Identifying opportunities to improve the customer experience during support interactions
Creating and updating knowledge base articles and technical documentation for customer and internal team use
Participating in product training, cross-training, continued education, and special projects
Supporting product quality and development efforts by documenting recurring technical issues and customer feedback
Following Neogen quality, productivity, documentation, and customer service standards
Complying with company policies, procedures, and expectations for professional workplace behavior
Basic Qualifications
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
Preferred Qualifications
Experience in a software, diagnostics, laboratory, life sciences, food safety, or technical product environment
Experience 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 supporting complex or high-priority customer accounts
Experience working in a remote or distributed support environment
What Will Help You Succeed
Strong customer service mindset
Strong analytical and problem-solving skills
Ability to remain calm and professional when working through complex customer issues
Strong attention to detail and follow-through
Ability to listen actively and ask effective troubleshooting questions
Ability to communicate with empathy while maintaining professionalism
Curiosity and willingness to continuously build technical and product knowledge
Ability to work collaboratively and contribute to a team environment
Strong organization and time management
Commitment to continuous improvement and customer satisfaction
Work Environment
This role requires regular use of computer systems, technical support tools, and communication platforms while supporting customers remotely or through designated support channels.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Come Be Part of a Mission That Matters
At Neogen, our mission is to protect the world’s food supply. Our products and solutions support customers across food safety, animal safety, diagnostics, and related industries.
Joining Neogen means becoming part of a team where your technical knowledge, problem-solving skills, and customer support experience can directly contribute to customer success and a mission that matters.
Come Be Part Of A Mission that Matters!
From inside the farm gate to our dinner plates, Neogen protects the world’s food supply. Through a variety of animal healthcare products, to food safety solutions for dangerous bacteria, allergens, toxins, drug residues and much more, Neogen is there — and you can be too.

Work arrangement
Yes