Technical Support Specialist, Product Technical Support

Antech•Loveland, CO

1d•Hybrid

About The Position

The Specialty Products Technical Support Agent strives to deliver on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. The Specialty Products Technical Support Agent provides medical and technical support to clinics for products as they relate to animal health care. The Specialty Products Technical Support Agent performs a variety of responsibilities that require sound judgment and patience to provide a high level of efficient customer service while regularly managing a large volume of inbound and outbound calls, faxes and emails. This position works both independently and within a team environment and must be open to input and feedback from colleagues.

Requirements

Minimum of 3 years’ experience in clinical veterinary practice experience with use of Point of Care systems is required.
Customer care and support experience of at least 2 years.
Current Veterinary Technology license to practice in Colorado required.
Associates degree in Veterinary Technology or related field, or equivalent related experience (e.g. years of experience as a Veterinary Assistant).
Full knowledge and understanding of Antech’s products and services.
Consistently displays strong analytical and problem-solving ability.
Displays excellent communication skills; especially good listening skills.
Displays a strong customer focus within a team environment.
Is available to, and works cooperatively with, team members.
Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.
Consistently displays strong organizational and planning skills, great attention to detail and ability to multi-task.
Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required.

Nice To Haves

Familiarity with CRM or similar database software program desired.
Familiarity with or interest in allergy medicine desired.

Responsibilities

Troubleshoots technical issues and resolves customer complaints with veterinarians and veterinary staff, as related to portfolio products and services.
Responsible for the daily review of patient histories, IgE allergy test results, and immunotherapy recommendations for data entry accuracy and appropriate allergen selection prior to result transmittal to clinics.
Responsible for inbound and outbound calls regarding patient-specific immunotherapy. This will include discussing results/allergen recommendations, accurately adjusting ingredients when requested by the clinic, discussing standard protocols and pricing for injectable and oral immunotherapy, discussing benefits and differences between serum IgE testing and intradermal testing, and explaining their working knowledge of allergenic cross-reactivities.
Refers case consultations to in-house veterinarians, as appropriate.
Assists veterinarians and veterinary staff regarding infectious disease point of care test protocols, reading results, specificity/sensitivity, and accuracy.
Promotes health care and disease prevention.
Maintains diligent recordkeeping within Customer Relationship Management (CRM) database system.
Work in partnership with Specialty Product Technical Support Veterinarians and other channels within the organization, such as marketing, to create educational tools for customers to promote their understanding of how to integrate allergy into their practice.
Other duties as assigned in support of customer service, point of care