Neogen Corporation

Compensation

Full Description

It's fun to work in a company where people truly believe in what they are doing! Neogen Corporation is seeking a Software Solution Specialist to join our Technical Service Help Desk team. In this role, you will act as a customer support and technical resource for Neogen users, specializing in resolving incidents, troubleshooting technical issues, and supporting various Neogen diagnostic platforms. The ideal candidate will bring strong communication skills, a passion for problem-solving, and a drive to optimize the customer experience. You will work closely with cross-functional teams to ensure timely resolutions, maintain documentation, and support high-profile accounts. Bilingual applicants are strongly encouraged to apply. Proficiency in Spanish and/or Portuguese is highly desirable to better support our global customer base. Essential Duties and Responsibilities: Act as a Subject Matter Expert (SME) for key product lines including AccuPoint Next Generation, Soleris Next Generation, Raptor/AccuScan, StatFax, NEOGEN Analytics, and 3M products. Serve as the first escalation point for complex issues and high-priority customer accounts. Answer and log inbound technical support contacts (calls, emails, chats) from clients, identifying issues and providing real-time or long-term resolutions. Perform detailed troubleshooting and documentation of technical problems, including root cause analysis and follow-up. Maintain effective call ownership by updating customers on investigation status and resolutions. Escalate issues to relevant internal teams (e.g., Sales, Billing, IT, Marketing) when needed. Educate and train customers on Neogen’s tech products and solutions to ensure full utilization and promote customer satisfaction. Contribute knowledge base articles to support both internal team learning and customer-facing documentation. Participate in cross-training, special projects, and ongoing education related to Neogen platforms and services. Adhere to Neogen’s quality and performance standards, complying with all company policies and procedures. 🎓 Education and Experience: Bachelor’s degree (B.S.) from a four-year college or university or equivalent combination of education and experience. 2+ years of customer service or technical support experience, preferably in a software or diagnostics environment. Strong verbal and written communication skills, ability to troubleshoot effectively, and commitment to delivering an excellent support experience. Familiarity with customer domain networks, diagnostics equipment, and data software tools is a plus. Proficiency in Spanish and/or Portuguese is a significant asset. Please press Apply to submit your application. 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. At Neogen, we are extremely proud of our record of sustained growth, as well as our development and acquisition of advanced technology since our founding in 1982. Neogen has thrived — and will continue to thrive — because our employees thrive here.