Technical Support - #183349

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.

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.

This is a remote position open to candidates based in the US or Canada. The pay range is $28–$33 USD per hour for US-based candidates and $23–$28 CAD per hour for those based in Canada. Fluency in French is required for this role.

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.
  
  

EDUCATION/EXPERIENCE:

• 2 years of veterinary technician experience or equivalent
• RVT/LVT Preferred
• Fluent in English and French
• A High School Diploma required, Associates degree is prefered
• 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 calculator; fax, copy machine, 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.

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.