Technical Support Specialist- IHD - Overnight

Antech Diagnostics•Loveland, CO

3d•Hybrid

About The Position

The Customer Support Technical Support Specialist supports Antech’s in-house diagnostics (IHD) portfolio and delivers empathetic, caring veterinary diagnostic support. The role provides complete and concise assistance to customers by telephone, email, and chat, including troubleshooting equipment and software, facilitating remote repairs, and answering customer inquiries. It also educates customers on equipment and software use and expectations, and documents customer interactions in CRM software. The specialist collaborates with teammates on troubleshooting and emerging trends, provides rotating on-call and after-hours support, and may help train new hires or participate in wet labs and demonstrations at veterinary conferences or academies. The role requires maintaining technical knowledge through educational workshops, continuing education, and other training. There are three openings across two shift options. Two openings are on 8-hour shifts: Monday–Friday shifts fall between 6:00 PM and 6:30 AM, and Saturday–Sunday shifts fall between 2:00 PM and 6:30 AM. One opening is on a 10-hour schedule: Saturday–Sunday, 6:00 AM–4:30 PM MDT, and Tuesday–Wednesday shifts scheduled within the 6:00 PM–6:30 AM coverage window. The target pay is $28.17 per hour. The position is primarily in a typical office environment, with flexibility to occasionally work from home; pets may be present.

Requirements

At least 2 years of experience in an animal hospital or related setting.
Proven ability to work effectively with end users.
Ability to communicate effectively with associates, peers, and leadership using verbal, written, and virtual communication.
Ability to shift attention among tasks, team needs, and business demands.
Problem-solving, critical-thinking, and analytical skills to manage customer technical issues and complaints.
Strong organizational, analytical, problem-solving, communication, and active-listening skills; attention to detail; and ability to explain and teach technical information concisely.
Ability and willingness to enter and maintain accurate, thorough records and notes for customer interactions.
Consistently demonstrate calmness, empathy, professionalism, and a strong customer focus.
Ability to work independently and cooperatively, and to support balanced team workloads.
Ability to work in a corporate environment with daily client interaction by phone and computer.
Ability to communicate verbally by telephone and in person.
Regular manual dexterity, including hand and wrist flexibility, for computer keyboarding; frequent sitting for extended periods, standing, walking, reaching, hearing, and speaking; occasional sitting, stooping, bending, kneeling, or crouching; and occasional lifting or moving of up to 15 pounds.

Nice To Haves

Associate degree in Veterinary Technology or a related field, or equivalent related experience.
Certification, licensure, or registration in Veterinary Technology.
Additional experience or a special interest in veterinary diagnostic equipment, such as in-clinic laboratory or radiology equipment.

Responsibilities

Troubleshoot customer issues by telephone, chat, and email, including facilitating remote equipment repairs and responding to customer inquiries.
Train and educate customers on the proper use of equipment and software and what to expect from them.
Troubleshoot and resolve software integration issues.
Provide first-class customer service.
Thoroughly document customer interactions in CRM software, including accurate records and relevant categorical designations.
Provide rotating on-call and after-hours support.
Collaborate with team members to share insight, troubleshoot issues, and brainstorm solutions to current problems and trends.
May participate in training new hires when needed.
May participate in wet labs or demonstrations at veterinary conferences or academies.
Maintain technical knowledge through educational workshops, continuing education classes, and other training.