Diagnostics Technical Support Representative

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

📋 Description

• Promptly and accurately respond to a high volume of technical support requests across various support channels.

• Diagnose and address issues related to product performance, applications, connectivity, and operations.

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

• Assist customers, field representatives, distributors, and strategic partners with technical inquiries, performance challenges, 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.

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

• Oversee end-to-end case management, including case processing for regulatory reporting.

• Address customer dissatisfaction complaints, manage escalations, and conduct retention activities.

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

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

• Maintain expertise on diagnostic product lines, troubleshooting techniques, policies, and procedures.

• Manage the RMA process from start to finish.

• Conduct proactive follow-up calls for onboarding new-installation customers.

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

⛳️ Requirements

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

• An associate's degree in a related technical field or a Veterinary Technology degree is preferred; equivalent 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, including at least 1 year of Technical Support experience.

• 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 Italian is required.

• English is mandatory for all international agents.

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

• Working knowledge of the 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.

• Working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting for support roles (Connectivity Team only).

🏝️ Benefits

• Opportunity for professional growth and development.

• Comprehensive health and wellness benefits.

• Engaging team environment and collaborative culture.

• Flexible work arrangements.