Diagnostics Technical Support Agent

Description

Position Summary

The Technical Support Agent primary purpose is to assist End Users and Field Representatives with all aspects of operation, applications, and problem resolution on all animal health diagnostic products, while providing additional product specific support for more complex problems. They will be involved in all phases of the support process primarily taking phone calls and documenting complaints, also including but not limited to mentor new hires, and implement process improvements. This will be a remote role working with colleagues online.

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

A successful Diagnostic Technical Support Agent should be customer-focused, detail oriented, strong speaking & writing skills, knowledgeable, reliable, efficient and ‘’Think beyond the fix’’ attitude to deliver the best customer experience.

Key Responsibilities

• Answer a high volume of incoming customer’s requests for technical support, providing prompt and accurate remote technical assistance troubleshooting and resolving problems for veterinary clinics, laboratory research, and veterinary academic settings and timely documentation of cases in the CRM system (80%).
• Initiate product returns (RMAs) for replacement, investigation and repair which requires accurate and timely follow up until customer receives its replacement or loaner unit.
• Assist field sales representatives, regional sales managers, and strategic marketing partners in answering questions and resolving problems in the areas of product performance, technical inquiries, applications, and operations training. Also provides remote technical assistance and troubleshooting to diagnostics account managers during field visits and installations.
• Handle escalations, and escalate as appropriate, of complex cases to the upper levels of support.
• Conduct proactive follow-up calls with new customers during onboarding (10%).
• Elaborates and distribute routinary reports related to the technical support activities.
• Participate in meetings with the market acting as a representative of the technical support team.
• Participate on special projects and assignments as needed such as training events, product launches, continuous improvement initiatives, amongst others. (10%).

Organizational Relationships

• L1-L2-L3 Technical Support agents, Technical Support Supervisors, Diagnostics Devices Customer Service, Diagnostics Account Managers (DAM), Diagnostics Sales Specialist (DSS), Training, Marketing

Education and Experience

• Completed post-secondary qualification in veterinary technology, biology, biotechnology engineering, or related field.
• Minimum 2 years of experience in veterinary medicine.
• Preferred experience in technical support.
• Familiarity with CRM systems and contact center telephone systems.
• Preferred experience with point-of-care diagnostics (biochemistry, hematology, clinical imaging, etc).

Technical Skills

• Excellent telephone manner.
• Proficiency in a second language (French, Spanish, Portuguese, Italian, German) is a plus.
• Excellent listening and verbal communication skills.
• Impeccable record-keeping capabilities.
• Time management and problem-solving abilities.
• Ability to interpret scientific and medical information.

Physical Requirements

• Home-based position located anywhere in New Zealand.
• A quiet and comfortable space to work from free from distractions with a good internet connection is a must.
• Long periods of computer use.
• On-call support or additional shifts may be required based on department needs.

Applicants must have existing permanent work rights for New Zealand to be considered for this role

No agencies

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.

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