AIS Technical Support

ANTAGENE•Colorado Remote Loc, CO

10d•$32 - $37

About The Position

Provide client and technical support to veterinary clinic customers who use Telemedicine services. Identify, troubleshoot, and resolve connectivity problems encountered when transferring images from client systems to AIS proprietary systems. The role includes configuring client software, servers, acquisition systems, and review workstations; troubleshooting imaging software and connectivity; supporting image quality; and working with vendors and internal or external teams to resolve issues. The employee monitors and documents work, prioritizes support requests, and may handle escalations and participate in enterprise initiatives or special projects. Hours must be highly flexible; evening, overnight, and weekend work may be required for a time. Training is scheduled Monday through Friday, 8 a.m. to 5 p.m. PST, for the first one to two months. Extended hours may be needed based on business needs. The position is primarily in a typical office environment.

Requirements

Two years of veterinary technician experience or equivalent.
High school diploma required.
Fluency in English.
Strong interpersonal skills and experience working with clients and maintaining good client relationships.
Computer-oriented aptitude.
Ability to identify, analyze, and troubleshoot complex computer and connectivity problems.
Ability to provide professional client support over the phone.
Ability to learn and apply new technical knowledge quickly.
Verbal and written communication skills, including the ability to explain complex technical issues to technical and non-technical users clearly and professionally.
Attention to detail, organization, and ability to multitask.
Ability to work independently with minimal supervision and as part of a team.
Sensitivity and respect when handling urgent matters.
Ability to listen and communicate with clients at varying skill levels.
Ability to identify, follow through on, follow up, and resolve issues.
Ability to follow directions.
Ability to work highly flexible hours, including evenings, overnight, and weekends as may be required.
Physical ability to sit extensively, use a phone and computer, reach and use hands and fingers, and occasionally bend, kneel, stoop, or crouch.
Ability to lift, move, and carry up to 15 pounds when required.
Vision abilities including close vision, color vision, depth perception, and focus adjustment; hearing and verbal communication sufficient for telephone and in-person communication.

Nice To Haves

RVT/LVT credential preferred.
Associate degree in a computer-related field preferred.
Typically two years of computer service experience is helpful.

Responsibilities

Provide professional, high-quality client service and data-transfer expertise.
Configure customer software for new clients.
Identify, troubleshoot, and resolve connectivity problems that interrupt image transfers, including high-level troubleshooting of DR, CR, CT, MRI, and ultrasound software.
Assist with final testing to ensure the solution is working before ending a support call.
Configure software for servers, acquisition systems, and review workstations.
Use established systems to monitor progress, track problem resolution, identify failure patterns, and communicate unresolved problems to management.
Prioritize and complete work on schedule to meet client expectations; answer questions and assist colleagues and other areas as needed.
Manage escalated issues with internal or external groups when needed to ensure resolution.
Work with vendors to resolve connectivity issues, research and test possible solutions, and implement solutions.
Assist clients in improving image quality.
Participate in enterprise initiatives, special projects, and other duties as assigned.
Act ethically, seek guidance, and report concerns or violations of company policy or ethical standards.