Technical Support Specialist, IHD

Job Purpose/Overview 

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.  

Essential Duties and 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. 

Knowledge, Skills and Abilities 

• 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. 

Working Conditions 

The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding.  The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms.  The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment.  The associate is occasionally required to sit and stoop, bend, kneel, or crouch.  The associate must occasionally lift and/or move up to 15 pounds. 

The associate will primarily work in a typical office environment or a remote home office.  The noise level in the work environment is usually moderate.  The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet.  The associate is frequently required to use a calculator; fax, copy machine, and phone system.  The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.   Environment where pets are present