Agilent Technologies, Inc. Customer Service Support Associate in Delaware


Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek –– so they can do what they do best: improve the world around us. Information about Agilent is available at

iLab Solutions, now part of Agilent Technologies, is the leader in providing web-based management services to academic research institutions with customers that include leading NIH-funded universities, research hospitals, and independent institutes. iLab offers a suite of web-based tools for academic research management. The functionality includes core facility service request management, enhanced sample management functionality, equipment reservation and usage tracking, billing and invoicing, reporting, and lab requisitioning and spend tracking tools. The system also allows each user a consolidated view of their recent activity in the system as well as the ability to search across all equipment, services and cores in the system.

We are seeking a Support Associate with the below responsibilities;


  • As a member of the support team, you will work direct with our customers to ensure their success in accessing and using the iLab platform. You will interact with customers by e-mail, phone conversation and chat, all managed through our central ticketing system

  • You will be working with a remote team in a designated support shift. You will have a significant amount of autonomy, yet collaborate closely with the other support team members and members from other teams such as product development and engineering.

  • You will be expected to learn about the full functionality of the iLab platform through initial training, on the job learning and continuing education

  • You will work with customers to troubleshoot system issues and collaborate with our development team in resolving any technical issues identified

  • As an Agilent employee, we expect that you perform your duties and responsibilities to the best of your ability. We further expect that during your employment by iLab, you devote your full business time and energies to the business and affairs of iLab, and do not undertake any other employment from any person or entity.



  • Ability to quickly grasp customer requirements and propose creative solutions.

  • Outstanding communication and organizational skills.

  • Excellent analytical, leadership, and problem-solving skills.

  • Ability to build and foster good relationships.

  • Ability to balance competing priorities.

  • Self-motivated and directed individual.

  • Team-oriented perspective.

  • Bachelor’s degree, or comparable experience

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

For more information about equal employment opportunity protections, please view the ‘EEO is the Law’ poster available here:,

Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please contact +1-262-754-5030 (US and Canada only) or email EOE AA M/F/Vet/Disability

Date Posted: 19/Oct/16

Requisition: 2068273

Job Title: Customer Service Support Associate

Company: Agilent

Business: Agilent CrossLab Group

Job Category: Customer Service

Job Sub-Category: Customer Service Operations

Region: Americas

Country or Area: United States

State/Province: Delaware

Shift: Day Job

Job Type: Experienced

Schedule: Full-time

Travel Required: Yes, 10% of the Time

Duration (Temp Positions Only): Not applicable