Technical Support Specialist

Antech Diagnostics

Carlsbad (CA)

On-site

USD 25,000 - 34,000

Full time

6 days ago

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Benefits offered by this job

Paid Time Off

Medical/Dental/Vision insurance

401(k) with company match

Tuition/Continuing Education ReimbursE

Job summary

Antech Diagnostics is seeking a Technical Support Specialist to remotely troubleshoot digital radiography hardware and related software for veterinary customers. The role requires strong problem-solving, detailed documentation, and excellent customer service skills.

The position involves handling cases for Sound products, maintaining precise ticketing records, and coordinating with various departments to ensure a high-quality support experience for both equine and small animal clients.

Qualifications

Bachelor’s or Associate’s degree in a technical field preferred or equivalent experience.
Technical certifications (MCSE, MCP, or A+ and/or equivalent work experience) are a plus.
2 years troubleshooting software and hardware.

Responsibilities

Understand, diagnose issues, and identify root cause through detailed analysis.
Document steps to reproduce accurately.
Support Sound products and services for veterinary professionals.
Troubleshoot hardware and software issues with methodical accuracy.
Use CRM to document and track customer issues.

Skills

Troubleshooting

Customer service

Documentation

Multitasking

Remote support

Education

Bachelor's or Associate degree in technical field

Technical certifications (MCSE, MCP, A+)

Tools

MS CRM

Salesforce

ServiceNow

MS SQL Server

Remote Desktop

PACS

DICOM

Windows OS

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 Mars Science & Diagnostics, a family-owned company focused on veterinary care.

The Target Pay Range for this position is $21.50 Hourly. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

Job Purpose/Overview

The Technical Support Specialist is responsible for remote troubleshooting of digital radiography hardware, and related software for Sound’s veterinary customers. This individual has a general understanding of DR, CR, Ultrasound and laser functionality. This individual possesses strong troubleshooting skills, can vet knowns and unknowns by asking simple to complex questions, and is calculated and methodical when problem solving. This position requires logical and careful dissection of problem descriptions and can walk customers through troubleshooting steps while connected remotely or blind (not connected). In addition, this individual functions well in a fast paced environment with good case management and call management skills.

Essential Duties and Responsibilities

Able to understand and diagnose issues, and identify root cause through detailed analysis using both simple and in-depth questioning techniques
Able to document steps to reproduce accurately
Utilize strong customer and technical support skills supporting Sound products and services to veterinary medical professionals
Troubleshoot and solve simple to highly complex hardware and software issues- methodical troubleshooting approach with attention to detail
Uses CRM to document and track progress on customer issues
Accurately documents troubleshooting steps, during the call, in customer tickets using CRM
Thorough and detailed case management skills- clear, concise note taking
Manages multiple customer tickets without sacrificing accuracy or quality of service
Operating system and application installation/configuration- high level understanding of product functionality
Perform and facilitate the return of items under warranty with third party vendors (RMA’s), coordinate maintenance repairs, and loaner service orders
Thorough and detailed issue tracking in customer relationship management software
Strong call control technique without sacrificing customer service
Provide Sound customers with product and service information- required to learn and understand wide range of products related to Equine and Small Animal services
Excellent communication skills and ability to successfully control upset customers
Work closely with other departments when problem solving
Highly customer focused with a strong desire to deliver an excellent support experience during every interaction
Team player that will add value through very high quality and dedication to support team
Other duties as assigned.

Education and Experience

A bachelor’s or associate’s degree in a technical field preferred or equivalent experience
Technical certifications a plus (MCSE, MCP, or A+ and/or equivalent work experience)
2 years troubleshooting software and hardware

Knowledge, Skills and Abilities

Strong PC skills and knowledge of MS applications (Outlook, Excel, Word, PPT)
General knowledge of Microsoft Windows 7, Windows 8 and Windows 10
General or working knowledge in three or more of the following areas is strongly preferred: MS SQL Server, Remote Desktop, PACS, TCP/IP, and DICOM.
Previous experience with customer facing ticketing systems (e.g. MS CRM, SalesForce, ServiceNOW)
Previous experience in medical imaging is a plus; either film or digital radiography
Excellent written and oral communication skills
Must be extremely detail oriented, organized, and professional
Typing skills: 40+ WPM

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 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 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 associate will be required to use a computer, spreadsheets, data base management, email, 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.

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.