Diagnostics Technical Support Representative

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

📋 Description

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

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

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

• Assist customers, field representatives, distributors, and strategic partners with technical queries, performance challenges, and training in applications, connectivity, and operations.

• Collaborate with support, product, repair, engineering, quality, sales, customer service, and training teams.

• Record interactions and solutions in the CRM system and oversee end-to-end case management, including regulatory reporting.

• Address customer dissatisfaction, handle escalations, and resolve complaints by applying relevant policies and procedures.

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

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

• Maintain in-depth knowledge of diagnostic products, troubleshooting techniques, policies, and procedures.

• Participate in special projects, local market meetings, proactive onboarding calls, and manage the RMA process from start to finish.

⛳️ Requirements

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

• An associate's degree in a related technical field or a Vet Tech degree is preferred; relevant experience may be accepted 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 in a Technical Support role.

• Experience in 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 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 mail systems.

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

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

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Opportunities for professional development and career advancement.

• Supportive work environment with a focus on teamwork and collaboration.

• Flexible working hours and potential for remote work options.