Diagnostic Elevated Technical Support Specialist

Description

Diagnostic Elevated Technical Support Specialist to join our dedicated Global Customer Care Team and provide exceptional customer care that is the obsession of our company.

The role of a Dx Elevated Technical Support Specialist will be providing daily phone & in field support to our “customers” like ZOETIS in country Technical Support colleagues, Field Technical Support, Sales and Customer service teams, Business directors, distributors, and end users including answering questions, analyzing problems, communicating clearly and effectively to quickly reach resolution across the diagnostic product portfolio.

The Diagnostic Elevated Technical Support Specialist should seek to create a positive experience during each interaction. He/she will listen to colleagues and clients to understand the reason for their call, address all questions or complaints, and provide an accurate and efficient response.

The Elevated Technical Support Specialist will work closely with the market Tech team to deliver content and mentor on technical support and installation in his/her respective region.

The Diagnostic Elevated Technical Support Specialist will identify training needs, product trends and quality issues and collaborate with the appropriate colleagues to improve the customer experience.

To be a successful Diagnostic Elevated Technical Support Specialist, you should be customer-focused, solution based, detail oriented, strong speaking & writing skills, knowledgeable, reliable, efficient and ‘’Think beyond the fix’’ attitude to deliver the best customer experience.

Core Responsibilities:

Mission

• Manage the elevated support queue using customer care skills to put all “customers” at ease and help them solve their technical problems
• Answering or making calls to our internal/external clients to learn about and address their needs, complaints, or other issues with products or services
• Responding efficiently and accurately to callers, explaining valuable solutions, and ensuring that clients feel supported and valued
• Support and coach our global front-line staff to deliver accurate information, assist with problem resolution to meet and exceed customer expectations
• Provide feedback to management on case quality and improvement opportunities
• Identify training needs, contribute towards training material and deliver training as appropriate
• The Diagnostic Elevated Technical Support Specialist will collaborate with the Diagnostic Product Support Manager on regional trends, beta and product launch needs
• Work with various other departments as needed such as, but not limited to Elevated Support Team (L3), Product Support Group, Field Sales, Field Tech Services and Customer Service in relation to support activities
• Participate on special projects and assignments as needed

Ownership

• Able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping internal and external customer satisfaction at the core of every decision and behaviour
• Escalate to the appropriate resources and keep on problem until its successful resolution
• He/she requires exceptional clear communication skills to explain complex concepts to customers over the phone or face to face in a user-friendly and professional manner

Communication skills

• Needs excellent listening and verbal communication skills to understand customer complaints and clearly relay solutions to front line support as well as collaborate with internal teams
• Maintain detailed records of daily interactions with customers, field activities, reported issues, and completed solutions along with any further actions required of management or repair activity

Time management

• Use time management skills to prioritize customer calls and quickly address all customer tech problems along with internal meetings across international time zones

Problem-solving skills

• Use problem-solving skills to diagnose analyzer hardware, software and connectivity problems, inquiries, questions and fix them accordingly

Service, Installation & Repair Activity

• Provide Repair, Installation and Service to the infield teams on elevations according our Global or regional company policies and standards

Training

• Conduct or take part in trainings, webinars and other learning opportunities to expand knowledge of front line support colleagues, distributors or partners and elevate the standard of customer care obsession. Provide current up-to-date information that helps staff to solve and/or anticipate problems and perform job at a high level of accomplishment Adhering to all company policies and procedures

Travel Requirement

• Travel may be required domestically and/or internationally

All applicants must have existing permanent work rights for Australia to be considered

About Zoetis

At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues’ careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.

Diversity, Equity & Inclusion

Connected to our purpose and Core Beliefs, at Zoetis, we lead with inclusion. Our Diversity, Equity & Inclusion (DE&I) focus helps create an environment where each colleague can thrive. Our commitment to DE&I begins with our leadership team of diverse backgrounds, experiences and ethnicities, and it is demonstrated in our support of our colleagues and the animal health industry. We have nine colleague resources groups whose members spread awareness, foster inclusivity and make a positive impact on our business and communities.

Our commitment to advancing Diversity, Equity and Inclusion has earned us recognitions as a 2024 Catalyst Award recipient and a Top 50 Company for Workplace Fairness by Fair360 (formerly DiversityInc). Zoetis has also been named a Best Place to Work for LGBTQ+ Equality, a Best Company for Working Parents, a Top Company for Executive Women, among many others. Learn more here.

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