Diagnostics Technical Support Representative

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

📋 Description

• Address a high volume of technical support requests via various channels.

• Identify and resolve issues related to product performance, application, connectivity, and operations.

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

• Offer support for technical inquiries, performance assistance, and training on applications, connectivity, and operations to customers, field representatives, distributors, and strategic partners.

• Collaborate effectively with supervisors, support teams (levels 1–3), product management, repair, engineering, product support, quality, VMRD, sales, field technical services, customer service, training, and VMIPS teams.

• Record interactions and resolutions in the CRM system, overseeing end-to-end case management and regulatory reporting.

• Address customer dissatisfaction, handle escalated issues, and coordinate with internal teams to enhance customer retention.

• Initiate product returns, process orders, and replace faulty products.

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

• Engage in special projects, assignments, and meetings with local markets.

• Oversee the RMA process from start to finish.

• Conduct proactive follow-up calls for new installations during customer onboarding.

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

⛳️ Requirements

• A combination of education, training, and experience that is equivalent will be considered.

• An associate degree in a relevant technical field or a Veterinary Technician degree is preferred; equivalent experience may be accepted in place of a degree.

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

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

• Familiarity with CRM systems, ERP systems, PIMS, and contact center telephone systems is highly desirable.

• Proficiency in German is required.

• English proficiency is mandatory for all international agents.

• Fluency in additional core European languages such as Spanish, French, Italian, Portuguese, Greek, Dutch, or Polish is a significant advantage.

• Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based email systems.

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

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

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

• Excellent telephone etiquette and communication skills.

• Strong problem-solving abilities, planning and organizing skills, dependability, adaptability, ethics, and capacity to manage challenging situations.

🏝️ Benefits

• Full-time regular employment.

• Employee/colleague position.