Technical Support

JOB SUMMARY

Performing variety of customer service activities for internal and external customers, providing information, resolving issues and ensuring customer satisfaction. Responding to customer phone and other communications, addresses questions/issues /problems/concerns.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Provides customer technical support for Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and other products and services.
• Support may consist of answering customer questions, explaining products and services, instructing in use of in-house diagnostic equipments , coordinating and assisting with equipment installations, troubleshooting and repairing system, database or data communication issues, configuring computer system hardware or software, or other priorities.
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
• Ensures ongoing customer satisfaction and continuing strong customer relationships.
• Supports quality management system and other compliance requirements

EDUCATION:

• Bachelor’s degree or equivalent in medical, veterinary, or other related science and technology preferred
• Master's or higher degree is a plus

REQUIRED SKILLS AND ABILITIES:

• High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
• Experience or education in diagnostic laboratory field is a good plus
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Phone skills, with ability to establish rapport.
• Attention to detail.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• 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.
• Personal computer skills, including Microsoft Office.
• Good command of spoken and written English

PHYSICAL DEMANDS:

• Extensive sitting, phone and computer use.
• May be required to lift, move and carry up to 50 pounds.
• Specific vision abilities required include close vision, color vision, depth perception, andthe ability to adjust focus.
• Hearing acuity sufficient to effectively communicate with customers and Employees viatelephone and in person.
• Ability to communicate verbally on phone and in person.
• Fluency in the English language.
• Extended hours may be required.
• Some travel required.

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