Antech Diagnostics

Customer Support Engineer

ID 2021-4944

Overview

The Customer Support Engineer, I is responsible for remote troubleshooting of digital radiography hardware, and related software for Sound’s veterinary customers. This individual has a general understanding of DR, CR, Ultrasound and laser funcationality. 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.

Responsibilities

  • 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 (RMA’s), 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

Qualifications

Work Expereince Requirements 

  • 2 to 3 years troubleshooting software and hardware
  • 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

Education Requirements

  • A bachelor’s or associate’s degree in a technical field preferred or equivalent experience
  • Technical certifications a plus (MCSE, MCP, or A+ and/or equivalent work experience)
  • Typing skills: 40+ WPM

Physical Requirements

  • Extensive typing & data entry (90%).
  • Occasional lifting up to 5lbs. Pushing/pulling up 10lbs.
  • Predominately sitting (90%).
  • Communication on phone and computer (90%)
  • Ability to work a rotational after hour on call shift (15%)

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