Customer Service / Support Specialist

Job Description

Job Description

Job Summary:

The Customer Service / Support Specialist provides technical support, product guidance, and customer assistance. This role responds to customer inquiries, including supporting product installation and troubleshooting. The position requires strong technical aptitude, effective communication skills, and the ability to work independently while collaborating with internal teams to support product performance, quality, and customer satisfaction.

Responsibilities and Duties:

• Provide moderately complex technical support to customers via phone, email, and other remote communication methods.
• Respond to customer inquiries regarding product installation, operation, troubleshooting, maintenance, and proper use.
• Offer preventive maintenance and configuration recommendations to enhance product performance, usability, and customer satisfaction.
• Maintain accurate documentation of all customer interactions, including inquiries, issues, resolutions, and follow-up actions.
• Develop and maintain a strong working knowledge of organizations products, and services.
• Enter and process sales orders generated through customer interactions.
• Process Return Credit Authorizations (RCAs) in accordance with company procedures.
• Learn and utilize company ERP and QMS systems effectively.
• Collaborate with internal teams to ensure timely resolution of customer needs and continuous improvement of support processes.
• Assist in production as needed.
• Other duties as assigned.

Knowledge and Skills:

• Strong technical aptitude with the ability to understand and explain hardware, software, and system functionality.
• Ability to read and interpret schematics and technical documentation.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong analytical and problem-solving skills to diagnose and resolve issues efficiently.
• Demonstrated patience, empathy, and active listening skills when working with customers.
• Effective time management skills with the ability to prioritize tasks and manage multiple responsibilities.
• Team-oriented mindset with a willingness to collaborate and support shared goals.
• Eagerness to learn new technologies, products, and industry best practices.

Education and Experience Requirements:

• High school diploma or equivalent required.
• 2-year associates degree, preferred
• Proficiency or experience in the animal health or veterinary field preferred.
• Prior experience in technical support, customer service, or a related technical role is a plus.
• Ability to work with minimal supervision.
• Aptitude to troubleshoot existing processes and systems.

Physical Requirements:

• Able to perform regular bending, twisting, and lifting to shelve.
• Ability to lift and carry up to 50 pounds, occasionally, and push and/or pull at times.

Mark Anderson Companies is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.

This job description is not intended to be all-inclusive. The employee may perform other related duties as necessary to meet the ongoing needs of the organization. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.