Job Title: Customer Support Consultant II

Duration: 12 month contract position w/possible extension
Location: Hybrid (Scarborough , ME)

• Training- first onsite in Scarborough - eventually may be able to work from home in a hybrid capacity (2 days/wk in office)

Schedule: M-F 8am- 5pm

Experience Level: Intermediate- will not rule out stronger candidates w/ less experience.

In This Role You Will:

• Provide customers technical support for one or more company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.

• Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.

• Determine customer needs, research and provide solutions, coordinate with other team members as needed.

• Ensure ongoing customer satisfaction and continuing strong customer relationships.

• Support quality management system and other compliance requirements.

What You Need to Succeed:

• High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.

• Technical record keeping management skills.

• Reasoning and analytical skills to resolve issues.

• Phone skills, with ability to establish rapport.

• Attention to detail.

• Organized with ability to multi-task.

• Ability to work independently and as part of a team.

• Supervisory skills, if a lead position.

• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.

• Personal computer skills, including MS Office.

• You meet the physical requirements that go with working as a Customer Support Consultant – Extensive sitting, phone and computer use. May be required to lift, move and carry up to 50 pounds. Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus. Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person. Ability to communicate verbally on phone and in person. Fluency in the English language. Extended hours may be required.

• Analytical - Reasoning and analytical skills to resolve issues with attention to detail

• Ability to multi-task with a variety of systems and a variety of inquiries/issues

• High quality interpersonal skills coinciding with excellent verbal and written communication skills

   

Nice To Have Skillsets:

• Managing multiple priorities

• Ability to work independently while documenting appropriately

• Accounts Receivable experience- good math skills, knowledge to decipher information.

• Import/export experience- not high on list

   

Platforms:

• SalesForce

• SAP

• MS Outlook

• SharePoint

• Adobe- helpful if familiar w/editing