AIS Technical Support

Antagene; United States; Hybrid; USD 66,000 - 76,000; Full time

Benefits offered by this job

Paid Time Off & Holidays

Medical, Dental, Vision (MultiplePlans

Basic Life (Company Paid) & Supplement

Short and Long Term Disability (Co. P

Flexible Spending Accounts/Health SAV

Paid Parental Leave

401(k) with company match

Tuition/Continuing Education Reimbur

Life Assistance Program

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a Telemedicine Support Specialist to provide client and technical support for veterinary clinic customers using AIS systems. You will identify, troubleshoot, and resolve connectivity issues during image transfer from client systems to AIS proprietary software.

Qualifications include 2 years of veterinary technician experience, RVT/LVT preferred, and fluent English; HS diploma required, associate degree in computer-related field preferred.

Qualifications

• 2 years of veterinary technician experience or equivalent.
• RVT/LVT Preferred.
• Fluent in English.
• A High School Diploma required, Associates in computer related preferred.
• Typically 2 year’s computer service experience helpful.

Responsibilities

• Provide professional client service and data transfer expertise.
• Configure software for new clients.
• Troubleshoot connectivity problems affecting image transfers.
• Assist with final testing to ensure solutions work before closing the support call.
• Complete software configuration for servers, acquisitions, and review workstations.
• Monitor progress and track problem resolution; communicate unresolved issues to management.
• Prioritize work to meet client expectations and assist team as needed.
• May manage escalated issues with internal/external groups.
• Work with vendors to resolve connectivity issues and test solutions.
• Assist AIS clients in improving image quality.
• Participate in enterprise initiatives and other duties as assigned.

Skills

Interpersonal skills

Phone support

Communication skills

Attention to detail

Independent worker

Education

VET Technician experience

RVT/LVT preferred

High School Diploma

Associates in computer-related field preferred

Job description

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of MarsScience & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

Please Note: Hours will need to be highly flexible. Evenings to overnight and weekends may be required for a time. Training hours are M-F 8am -5Pm PST for the first 1-2 months.

The Target Pay for this position is $31.94- $36.50 an hour. At Antech, pay decisions are determined usingfactors such as relevant job-related skills, experience, education, training and budget.

PURPOSE OF JOB:

Provide client and technical support for veterinarian clinic customers who utilize Telemedicine services. Identify, troubleshoot and resolve connectivity problems encountered when transferring images from the client system to AIS proprietary systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide professional and quality client service and data transfer expertise.
• Responsible for customer software configuration for new clients.
• Identify, troubleshoot and resolve connectivity problems that may cause image transfer interruptions including high level troubleshooting of all brands of DR, CR, CT, MRI, and ultrasound software.
• Assist with final testing to ensure the solution is working before the support call is ended.
• Complete software configuration for servers, acquisitions, and review work stations.
• Use established systems to monitor progress, track problem resolution, identify patterns of failure, and communicate unresolved problems to management.
• Prioritize and complete work on schedule to meet client expectations. Answers questions and assists others on team and in other areas as needed.
• May manage escalated issues with other internal/external groups to ensure resolution.
• Works with vendors to resolve connectivity issues, research and test possible solutions, and implement solutions.
• Assist AIS clients in improving image quality.
• May be asked to participate in enterprise initiatives, special projects, and other duties as assigned.
• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.

EDUCATION/EXPERIENCE:

• 2 years of veterinary technician experience or equivalent
• RVT/LVT Preferred
• Fluent in English
• A High School Diploma required, Associates in computer related preferred
• Typically 2 year’s computer service experience helpful.

REQUIRED SKILLS AND ABILITIES:

• High quality interpersonal skills, with experience working with clients and maintaining good client relationships.
• Computer-oriented aptitude required.
• Identify, analyze and troubleshoot a wide range of complex technical computer and connectivity related problems effectively.
• Deliver client support over the phone in a professional manner
• Learn and apply new technical knowledge quickly
• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Attention to detail, organized with ability to multi-task.
• Ability to work independently with minimal supervision and as part of a team.
• Demonstrate sensitivity and respect for urgent matters.
• Listen and communicate information to a wide variety of clients at all levels of skill.
• Proven ability to identify, follow through, follow up, and resolve issues.
• Ability to follow directions.

PHYSICAL DEMANDS:

• Extensive sitting, phone, and computer use
• Extend and reach with hands and arms and use hands and fingers
• Occasionally required to bend, kneel, stoop, or crouch
• May be required to lift, move, and carry up to 15 lbs.
• Specific vision abilities required including close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing ability sufficient enough to effectively communicate via the telephone and in person
• Ability to communicate verbally on the telephone and in person
• Fluency in the English language
• Extended hours may be needed based on business need

WORK ENVIRONMENT:

The employee will primarily work in a typical office environment including use of cubicles, computers and overhead lighting. Temperature extremes will be minimal to nonexistent.

The noise level in the work environment is usually moderate. The employee will be required to use a computer, spreadsheets, data base management, email, and the Internet. The employee is frequently required to use a computer, keyboard, mouse, headset, calculator; fax, and phone system.

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.

Benefits

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

Benefits eligiblity is based on employment status.

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life (Company Paid) & Supplemental Life
• Short and Long Term Disability (Company Paid)
• Flexible Spending Accounts/Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts

Commitment to Equal Employer Opportunities

We are proud to be an Equal Opportunity Employer. For a complete EEO statement, please see our Career page at Antech Careers.

Note to Search Firms/Agencies

Antech Diagnostics, Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is position-specific. Any resumes, curriculum vitae, and other unsolicited assistance from search firms that do not have a written search agreement or position-specific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.