Hygiena provides rapid microbiology diagnostic tests and solutions for mission-critical, time-sensitive processes around the world. Hygiena’s proprietary diagnostic technologies enable customers to; prevent illness and save lives, comply with regulations, protect products and brands, run businesses more effectively. Solutions are sold in a wide range of industries globally, but the core focus is food safety. Headquartered in Camarillo, California and with offices around the world, we are actively looking for talented individuals to help grow the business! This position is Hybrid and will require travel to either onsite location.

At Hygiena we believe:

• In providing the highest quality products & service
• Being a leader in innovation
• Having a compelling desire to improve and win in the marketplace
• In contributing positively not only to the workplace, but in our community and environment!

With rapid growth comes opportunity. We are looking for a Technical Support Representative to join our team in Camarillo, CA or Delaware, New Castle! This is a full-time non-exempt position. The Technical Support Representative (TSR) will interact with customers globally, as well as with various internal departments including Sales, Marketing, Customer Service, and Product Management, to resolve customer issues and improve processes both internally and externally to better service technical support requests quickly and efficiently.

Responsibilities:

• Ensures Customer Technical Issues are quickly and professionally resolved by interfacing with customer base via phone, email, messaging, or remote support tools to resolve technical issues and provide support to the internal sales team. This includes answering the technical support phone line as well as creating cases from our incoming email queue and closing the case or escalating to the appropriate person. Ensures status of technical issues is documented and maintained within the Hygiena ticketing system to allow for issue transparency and accurate tracking and communication of issue resolution. Provides response time to North America and International requests in accordance to defined response parameters and goals.
• Participates in the development of and modifications to internal ticket management solutions by identifying areas for improvement and developing modifications. Creates documentation for customers and internal team members on resolving both common and complicated technical issues related to products.
• Ensures customers and internal team members (Customer Service and Sales) have ready, intuitive access to documentation on our website, LMS or elsewhere (as appropriate) to resolve technical issues. Identifies and participates in the development of customer support workflow and processes including those aimed at reducing the identified complaint level.  Creates training documents and trains internal team members to improve resolution of complaints.
• Supports the sales process by completing risk assessments, security and vendor questionnaires and attending sales meetings to respond to technical queries.
• Identifies and escalates product issues to the appropriate internal personnel to be addressed in the future.

Qualifications:

• Bachelor’s Degree in biology, chemistry, or computer science, or equivalent work experience in a related field required
• Minimum of (2) years of customer support experience required
• Understanding of cloud-based applications and environmental monitoring systems
• Proficiency in a second language or multilingual skills is an asset but not required
• Proficient use of Microsoft office applications (Word, Excel & PowerPoint), email etc.

Salary Range (applicable to California):

$25.00/hr. - $33.00/hr.

Skills/Abilities:

• Ability to quickly learn the features and applications of all Hygiena products
• Ability to see a task/project through from beginning to end
• Excellent follow-up skills to ensure customer concerns are fully resolved
• Comfortable with interacting and working with all levels of customers, both internal and external; good interpersonal skills, team motivation and outgoing personality
• Excellent adaptability in a fast-paced environment with the flexibility and willingness to take on new tasks and projects
• Ability to speak and write clearly and accurately
• Attention to detail and accuracy
• Effective listening skills
• Multi-tasking capabilities
• Must have in-depth analytical and problem-solving skills.
• Must be able to use discretion and independent judgement.
• Is required to work normal office hours (with some flexibility as per the below) Monday through Friday in the Camarillo headquarters
• May occasionally work early morning/evenings/weekends to accommodate urgent customer requests in different time zones
• Is on-call 24/7 with cell phone and internet access although the expectation is that customer meetings will be scheduled at a mutually convenient time

Why you’ll want to join our team:

Teamwork as a core value.

At Hygiena, our emphasis on teamwork and cross-functional communication enables us to build stronger bonds within our business.

Be a part of something big.

Hygiena plays a critical role in helping to prevent global health crisis such as foodborne illness, healthcare-associated infections, and other outbreaks.

Giving back to our communities.

Hygiena believes in giving back by supporting local organizations committed to improving the lives of children and youth in our communities.

Benefits and Perks:

• 15 days of PTO & 9 paid company holidays
• Medical with HSA employer contribution, Dental, Vision available 1^st of the month after start date
• Company paid Life Insurance, Short* and Long-Term Disability and an Employee Assistance Program
• 401(k) with Safe Harbor and Profit-Sharing employer contributions
• Tuition Reimbursement program
• Charitable Contribution matching
• Employee Referral bonus opportunities

*State paid short-term disability for California based employees