Diagnostics Technical Support Representative

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

📋 Description

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

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

• Utilize back office tools, command centers, chemistry translators, virtual sharing, and remote access tools to recognize 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.

• Work collaboratively with supervisors, support levels 1–3, product management, repair, engineering, quality assurance, sales, customer service, training, and other internal departments.

• Record interactions and solutions in the CRM system, managing comprehensive case handling, including regulatory reporting.

• Address customer dissatisfaction, manage escalations, and handle communications related to customer retention.

• Initiate product returns and process orders for troubleshooting, replacements, defective items, and customer accommodations.

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

• Engage in special projects and assignments as required.

• Oversee the RMA process from start to finish.

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

• May attend meetings with local market representatives.

⛳️ Requirements

• A combination of education, training, and experience that meets the necessary qualifications will be accepted.

• An Associate's degree in a related technical field or a Veterinary Technology degree is preferred; equivalent experience may be considered in place 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 Technical Support.

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

• Proficiency with CRM systems, ERP systems, PIMS, and contact center telephone systems is highly desired.

• Proficiency in Italian is required.

• English proficiency is mandatory for all international agents.

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

• Familiarity with Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based email systems is necessary.

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

• Knowledge of veterinary practice management systems and basic PC hardware/software troubleshooting is beneficial.

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• A collaborative and supportive work environment.

• Flexible working arrangements and work-life balance initiatives.