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About the position
The Technical Support Specialist at Antech Diagnostics is responsible for providing remote troubleshooting support for digital radiography hardware and related software to veterinary customers. This role requires a strong understanding of various imaging technologies and the ability to methodically diagnose and resolve technical issues while maintaining excellent customer service. The specialist will manage multiple customer tickets, document troubleshooting steps, and collaborate with other departments to ensure a high-quality support experience.
Responsibilities
- Diagnose issues and identify root causes through detailed analysis and questioning techniques.
- Document steps to reproduce issues accurately.
- Utilize customer and technical support skills to assist veterinary medical professionals.
- Troubleshoot and resolve hardware and software issues with a methodical approach.
- Document troubleshooting steps in customer tickets using CRM software.
- Manage multiple customer tickets while maintaining service quality.
- Facilitate warranty returns and coordinate maintenance repairs with third-party vendors.
- Provide product and service information to customers and learn about a wide range of products.
- Control customer interactions effectively, especially with upset customers.
- Collaborate with other departments for problem-solving.
Requirements
- Bachelor's or associate's degree in a technical field or equivalent experience.
- 2 years of experience troubleshooting software and hardware issues.
- Technical certifications such as MCSE, MCP, or CompTIA A+ are a plus.
- Strong PC skills and knowledge of Microsoft applications (Outlook, Excel, Word, PPT).
- General knowledge of Microsoft Windows 7, 8, and 10.
- Working knowledge in areas such as MS SQL Server, Remote Desktop, PACS, TCP/IP, and DICOM.
Nice-to-haves
- Previous experience with customer-facing ticketing systems (e.g., MS CRM, Salesforce, ServiceNOW).
- Experience in medical imaging, either film or digital radiography.
Benefits
- Continuing education credits
- Paid parental leave
- Health savings account
- Paid holidays
- Disability insurance
- Health insurance
- Dental insurance
- Flexible spending account
- Paid time off
- Vision insurance
- 401(k) matching
