Technical Support Specialist, IHD

Vicar Operating, Inc. dba VCA; Loveland (CO); On-site; USD 59,000 - 62,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k) with company match

Tuition/Continuing Education Reimb.

Pet Care Discounts

Job summary

Antech Diagnostics is seeking a Customer Support Technical Support Specialist to provide empathetic and concise support for the in-house diagnostics portfolio via phone, email, and chat. You will document all customer interactions in our CRM and participate in after-hours support on a rotating basis.

The role requires a veterinary technology background, relevant certification, and at least two years of experience in a veterinary setting.

Qualifications

• Associates degree in Veterinary Technology or related field preferred.
• Certification/licensure/registration in Veterinary Technology preferred.
• Minimum of 2 years’ experience in animal hospital or related setting required.

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 proper use and expectations of equipment and software.
• Troubleshoots and resolves software integration issues.
• Provides first-class customer service and thorough documentation of interactions in the CRM system.
• Participates in on-call/after-hours support on a rotating basis.

Skills

Customer support

Troubleshooting

CRM software

Communication

Team collaboration

Documentation

Education

Associates degree in Veterinary Technology or related field

Certification/licensure/registration in Veterinary Technology

Minimum 2 years’ animal hospital experience

Tools

CRM Software

In-house diagnostics equipment

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 $28.17 hourly. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

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.

Education and Experience

• Associates degree in Veterinary Technology or related field, or equivalent related experience preferred.
• Certification/Licensure/Registration in Veterinary Technology preferred.
• Minimum of 2 years’ experience in animal hospital or related setting required.
• Additional experience and special interest in veterinary diagnostic equipment (such as in-clinic laboratory and/or radiology) is desirable.

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 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 with flexibility to occasionally work from home.
• 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.

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 - Veterans / Disabled. 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. For over 30 years, Antech Diagnostics has been the hallmark of the veterinary industry providing the highest level of service, accurate results, and state-of-the-art technology. At the heart of Antech is our love for pets. Join our team of experts committed to providing the very best in diagnostic services.