Diagnostics Technical Support Representative

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

📋 Description

• Address a high volume of technical support inquiries through various support channels.

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

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

• Assist customers, field staff, distributors, and strategic partners with technical questions, performance challenges, and training on applications, connectivity, and operations.

• Collaborate with support, product, repair, engineering, quality, sales, customer service, training, and other internal departments.

• Record interactions and resolutions in the Customer Relationship Management system.

• Oversee complete case management, including regulatory reporting and case processing, while achieving KPIs and service standards.

• Address customer dissatisfaction and complaints, manage escalations, and work with internal teams to enhance customer retention.

• Initiate product returns, replacements, investigations, and repairs via the CRM system.

• Process orders for troubleshooting, defective product replacements, and customer accommodations.

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

• Oversee the RMA process from start to finish.

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

• Engage in special projects and attend meetings with local markets as required.

⛳️ Requirements

• An equivalent combination of education, training, and experience will be taken into account.

• An associate degree in a relevant technical field or a Veterinary Technology 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 with point-of-care diagnostics is preferred.

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

• Proficiency in Italian is required.

• English is a must for all international agents.

• Proficiency in additional core European languages is a significant advantage.

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

• Expertise in CRM systems, ERP systems, and contact center telephone systems is essential.

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

• For Connectivity Team only: working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting for support purposes.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• Collaborative and inclusive work environment.