Customer Support Representative

Antech Diagnostics; Remote; GBP 28,000 - 34,000; Full time

Job summary

A leading veterinary diagnostics firm is seeking a Customer Support Representative to provide remote support for products and services. This permanent role involves responding to customer inquiries, troubleshooting issues, and ensuring client satisfaction. Candidates with a background in veterinary nursing or laboratory experience are preferred. The position offers a salary range of £28,000 - £34,000 and includes diverse benefits such as career progression and wellness programs.

Benefits

5 weeks holiday + bank holidays + birthday leave

Career progression opportunities

Staff discount schemes

Life Assurance

Enhanced sickness pay

Enhanced equal family leave

E-car salary sacrifice scheme

Wellness program including assistance program

Cycle to work scheme

Recruitment referral reward scheme

Retail, Restaurant and Cinema discounts

Qualifications

• Preferred background in veterinary nursing or biological laboratories.
• Technical skills to troubleshoot and resolve company product issues.
• Ability to work collaboratively and manage time effectively.

Responsibilities

• Respond to customer inquiries across multiple channels.
• Provide clear information about products and services.
• Troubleshoot customer issues and follow up for satisfaction.
• Log customer service requests and actions accurately.
• Meet performance goals including response times and satisfaction.

Skills

Technical skills to troubleshoot

Excellent communication skills

Relationship management skills

Multi-tasking and prioritization

Education

RVN Degree or relevant experience

Job description

Customer Support Representative

Antech Diagnostics are looking for a Customer Support Representative to join our growing team on a permanent basis. In this role, you will be providing remote customer and / or technical support relating to products, equipment instillation, services, along with troubleshooting for client needs. You will be solution focused with an eye for detail to provide a smooth process for our clients. This role will suit candidates with a background in veterinary nursing or biological laboratories.

This is a 40 hours per week opportunity based at our Warwick site. You will work shifts between 9am - 6pm on a Monday to Saturday rota. Salary range is £28,000 - £34,000.

Key responsibilities and attributes include

• Respond to customer reference lab inquiries in a timely and professional manner across multiple channels (phone, email, chat, etc.)
• Provide clear and accurate information about products, services, policies, and procedures.
• Troubleshoot customer issues, offering effective solutions and following up to ensure customer satisfaction.
• Be aware of product offering and distribute contacts to relevant teams.
• Handle customer complaints with empathy, resolve conflicts, and ensure positive resolutions.
• Escalate complex issues to higher‑level support or relevant departments as necessary.
• Action and log, customer’s service additions within the reference lab e.g add‑ons, cancellations etc ensuring all information logged is accurate.
• Log and action additional service requirements e.g immunotherapy ordering, monthly digital cytology charging etc.
• Contribute to continuous improvement by providing feedback on recurring issues or suggestions for process enhancements.
• Meet individual and team performance goals, including response times, resolution rates, and customer satisfaction.

Work Experience

• RVN Degree or relevant experience is preferred. This could include veterinary receptionist or lab tech experience.
• Technical skills to troubleshoot and resolve problems with the company products and services.
• Excellent communication skills, both written and verbal with the ability to show empathy and professionalism.
• Relationship management skills, including ability to resolve difficult customer situations.
• Ability to work collaboratively with the team and internal departments to solve problems and address customer needs.
• Ability to multi‑task, prioritise, and manage time effectively.

Benefits

• 5 weeks holiday + bank holidays + 1 day birthday leave
• Career progression opportunities
• Staff discount schemes
• Life Assurance
• Enhanced sickness pay
• Enhanced equal family leave
• E‑car salary sacrifice scheme
• Wellness program including: employee assistance program, eyecare voucher scheme and free annual Flu jab
• Cycle to work scheme
• Recruitment referral reward scheme
• Retail, Restaurant and Cinema discounts

About Antech

Antech is a leader in veterinary diagnostics, driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90+ reference laboratories around the globe; in‑house diagnostic laboratory instruments and consumables, including rapid assay diagnostic products and digital cytology services; local and cloud‑based data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and board‑certified specialist support services.