Diagnostics Technical Support Representative

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

📋 Description

• Respond quickly and accurately to a high volume of technical support inquiries across various support channels.

• Identify and resolve issues pertaining to product performance, applications, connectivity, and operational matters.

• Utilize support tools such as back offices, command center, chemistry translator, virtual share, and remote access to detect error trends and determine root causes.

• Assist customers, field representatives, distributors, and strategic partners with technical questions, performance issue resolution, and training on applications, connectivity, and operations.

• Collaborate with Supervisors, Senior Agents, Level 1–3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training, and VMIPS.

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

• Oversee end-to-end case management and regulatory reporting case processing while adhering to case-management guidelines, KPIs, and service levels.

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

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

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

• Keep up-to-date expertise on diagnostic product lines, troubleshooting techniques, policies, and procedures.

• Comply with Zoetis policies, procedures, and objectives.

• Engage in special projects and assignments.

• Manage the RMA process from start to finish.

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

• May attend meetings with local markets.

⛳️ Requirements

• An equivalent combination of education, training, and experience will be considered.

• An associate degree in a related technical field or a Vet Tech degree is preferred; equivalent experience may be considered in lieu 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 telephone systems is highly preferred.

• Proficiency in German is required.

• English is mandatory for all international agents.

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

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

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

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

• Working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting to provide essential support for the Connectivity Team.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Competitive salary and performance-based incentives.

• Flexible work arrangements.

• Employee discounts on products and services.