Diagnostics Technical Support Representative

This is a fully remote position, open to applicants in Greece.

📋 Description

• Address a significant number of technical support requests across various support channels.

• Identify and resolve issues related to product performance, applications, connectivity, operations, and system integration.

• Utilize back offices, command center, chemistry translator, virtual share, and remote-in tools to detect error patterns and pinpoint root causes.

• Offer technical assistance, troubleshooting, training on applications/connectivity/operations, and customer support to clients, field personnel, distributors, and strategic partners.

• Collaborate with supervisors, support teams, product managers, repair staff, engineering, quality assurance, sales, customer service, training, and other internal departments.

• Record interactions and solutions in the CRM system, managing end-to-end case handling, including regulatory reporting processes.

• Address customer dissatisfaction, complaints, escalations, and concerns related to retention.

• Initiate product returns and process orders for troubleshooting, replacements, defective products, and customer accommodations.

• Maintain thorough knowledge of diagnostic product lines, troubleshooting techniques, policies, and procedures.

• Engage in special projects, local market meetings, proactive follow-up calls for installations, and customer onboarding processes.

• Oversee the RMA process from start to finish.

• Comply with Zoetis policies, procedures, objectives, case-management guidelines, KPIs, and service levels.

⛳️ Requirements

• An associate degree in a related technical field or a Vet Tech degree is preferred; equivalent experience will be considered in lieu of a degree.

• A minimum of 3 years of experience in Customer Support, Technical Support, Veterinary Technology, or IT Support, with at least 1 year specifically in Technical Support.

• Experience in point-of-care diagnostics is preferred.

• Proficiency with CRM systems, ERP systems, PIMS, and contact center telephone systems is highly preferred.

• Proficiency in German is required.

• Proficiency in English is mandatory for all international agents.

• Familiarity with Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based email systems.

• Skilled in CRM systems, ERP systems, and contact center telephone systems.

• Understanding of veterinary practice management systems and basic PC hardware/software troubleshooting.

• Working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting for the Connectivity Team only.

• Ability to manage a high volume of technical support requests and oversee end-to-end case handling.

• Capability to handle complaints, escalations, product returns, orders, and RMA processes.

🏝️ Benefits

• Comprehensive benefits package including health, dental, and vision coverage.

• Opportunities for professional development and career growth.

• Collaborative and supportive work environment.

• Flexible work arrangements.