Technical Support Specialist- IHD - Overnight

ANTAGENE•Loveland, CO

4d•Hybrid

About The Position

The Customer Support Technical Support Specialist delivers Antech’s customer service vision by providing empathetic, caring veterinary diagnostic support to customers. The primary function is to provide complete and concise support for the in-house diagnostics (IHD) portfolio by phone, email, and chat. The role troubleshoots customer and software integration issues, facilitates remote equipment repair, responds to inquiries, and teaches customers how to use equipment and software. The specialist documents customer interactions in CRM software, collaborates with team members, and may help train new hires or participate in veterinary conference and academy demonstrations. The role also involves maintaining technical knowledge through workshops, continuing education, and training. There are three openings across two schedules: two positions on an 8-hour schedule and one on a 10-hour schedule. The 8-hour schedule covers Monday–Friday shifts between 6:00 PM and 6:30 AM, and Saturday–Sunday shifts between 2:00 PM and 6:30 AM. The 10-hour schedule covers Saturday–Sunday from 6:00 AM to 4:30 PM MDT and Tuesday–Wednesday shifts within the 6:00 PM–6:30 AM coverage window. The position provides on-call and after-hours support on a rotating basis. The target pay is $28.17 per hour. The associate primarily works in a typical office environment, with flexibility to occasionally work from home. The environment may include pets and has a usually moderate noise level.

Requirements

At least 2 years of experience in an animal hospital or related setting.
Proven ability to work effectively with end users.
Ability to manage customer technical issues and complaints using problem-solving, critical-thinking, and analytical skills.
Strong organizational, analytical, problem-solving, communication, and active-listening skills; attention to detail; and ability to teach technical information concisely.
Ability and willingness to enter and maintain accurate, thorough records and notes for each customer interaction, including categorical designations used for analytical reports and evaluations.
Ability to communicate verbally by telephone and in person, and to communicate in writing and virtually.
Ability to shift attention among tasks, team needs, and business demands.
Ability to work independently and cooperatively with associates and help balance team workload.
Calm, empathetic, professional demeanor and a strong customer focus.
Ability to work in a corporate environment with daily client interaction by phone and computer.

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 special interest in veterinary diagnostic equipment, such as in-clinic laboratory or radiology equipment.

Responsibilities

Resolve customer problems by telephone, chat, and email, including troubleshooting and facilitating remote equipment repair or responding to inquiries.
Train and educate customers on the proper use and expectations of equipment and software.
Troubleshoot and resolve software integration issues.
Provide first-class customer service.
Document customer interactions thoroughly in CRM software.
Provide on-call and after-hours support on a rotating basis.
Collaborate with team members during troubleshooting and brainstorm resolutions to current problems and trends.
Participate in training new hires when needed.
Participate in wet labs or demonstrations at veterinary conferences or academies when requested.
Maintain technical knowledge through educational workshops, continuing education classes, and other training.