Technical Support Specialist
Technical Support Specialist
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Salary Not Disclosed
1 Vacancy
Job Description
We understand that the world we want tomorrow starts with how we do business today and thats why were inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each others 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 familyowned 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.
Must be located in or near Carlsbad CA
The Target Pay Range for this position is $21.50 Hourly. At Mars pay decisions are determined using factors such as relevant jobrelated 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 Sounds 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 indepth 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 (RMAs) 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 bachelors or associates 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; inhouse diagnostic laboratory instruments and consumables including rapid assay diagnostic products and digital cytology services; local and cloudbased data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and boardcertified specialist support services.
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.
All Fulltime associates are eligible for the following benefits and more:
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
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 positionspecific. Any resumes curriculum vitae and other unsolicited assistance from search firms that do not have a written search agreement or positionspecific 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
