[Hiring] Technical Support @Antech Diagnostics

Role Description

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.
• Answer questions and assist others on team and in other areas as needed.
• May manage escalated issues with other internal/external groups to ensure resolution.
• Work 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.
• A High School Diploma required, Associates in computer related preferred.
• Typically 2 years of 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 computer, keyboard, mouse, headset, calculator; fax, and phone system.

Benefits

• 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.