Technical Support Specialist, IHD

Antech Diagnostics•Loveland, CO

6d•Hybrid

About The Position

The Customer Support Technical Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This position’s primary job function is to provide complete and concise support to Antech customers through various media such as over the phone, via email, and through chat support tools as it relates to support of the in-house diagnostics (IHD) portfolio.

Requirements

Minimum of 2 years’ experience in animal hospital or related setting required.
Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
Proven ability to work effectively with end users is required.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Ability to manage customer technical issues and complaints through problem solving, critical thinking, and analytical skills.
Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
Ability and diligent willingness to enter and maintain accurate and thorough records and notes on each customer interaction, including selection of various categorical designations used for post-sale analytical reports and evaluations.
Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
Is available to and works both independently and cooperatively with associates. Understands the workload of the team and strives to provide balance between all members of the team.
Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.
Ability to communicate verbally on the telephone and in person.

Nice To Haves

Associates degree in Veterinary Technology or related field, or equivalent related experience preferred.
Certification/Licensure/Registration in Veterinary Technology preferred.
Additional experience and special interest in veterinary diagnostic equipment (such as in-clinic laboratory and/or radiology) is desirable.

Responsibilities

Resolves customer problems via telephone, chat, and email by troubleshooting and facilitating remote repair of equipment or response to customer inquiries.
Trains and educates customers on the proper use and expectations of equipment and software.
Troubleshoots and resolves software integration issues.
Provides “first class” customer service.
Provides historical information by thoroughly documenting all customer interactions in our CRM software.
Provides on-call / after-hours support on a rotating basis.
Works with other team members to gain and offer insight during the troubleshooting process and to brainstorm about how to resolve current problems and trends.
May participate in training of new hires when needed.
May be requested to participate in wet labs or demos at veterinary conferences or academies.
Maintains technical knowledge by attending educational workshops, continuing education classes, and other trainings.