Imaging Technical Support Technician

Heska Corporation

The Imaging Technical Support Technician provides customer service and technical support for Heska digital radiography products and services. This call center position provides support for software, hardware, and x-ray image quality to veterinarians and their staff located nationally and internationally, as well as to technical service personnel working for Heskas international distribution partners. Local candidates only – no relocation is available for this position.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Customer Service:

* Provides first in class technical customer service.
* Answers inbound telephone calls, emails, and online chat to provide technical assistance to our customers, field installation specialist, field sales agents, and distributors.
* Accurately and thoroughly documents all troubleshooting and resolution information and manages technical case structure in company CRM/ERP.
* Follow SOPs and uses defined business rules to accurately diagnose, troubleshoot, and repair technical problems.
* Provides user training on Heska digital radiography products to veterinarians, radiologists, veterinary technicians, and distributor partners.
* Schedules and performs software updates for field sales equipment.
* Collaborates across multiple teams to resolve issues and effectively communicate technical details to appropriate internal stakeholders.
* Provides on-call / after-hours technical support on a rotating basis.
* Adheres to all Heska policies and procedures, and complies with all requirements.

Requirements

EDUCATION AND/OR EXPERIENCE:

* Experience in a veterinary or hospital clinic setting preferred.
* Additional experience and special interest in computer systems, networking, or other information technology skills is highly desirable.

KNOWLEDGE, SKILLS AND ABILITIES:

* Excellent customer service skills and professionalism including patience, ability to listen and ability to follow up effectively with all staffing levels
* Demonstrates ability to define problems, collect data, establish facts, and determine logical resolutions

* Strong problem solving and analytical skills
* Excellent communication skills, both written and oral
* Exhibits strong teaching/training facilitation skills
* Can understand and write complex SOPs
* Ability to prioritize and organize workload, multi-task, adapt quickly to change, and calmly deliver under the pressure of deadlines
* Consistently displays great attention-to-detail
* Proficient in efficient and accurate documentation of technical details and customer service interactions
* Ability to work independently as well as collaborating with a team.
* Intermediate ability with Windows/MAC/Linux OS and iOS/Android OS.
* Proficient with Outlook and Microsoft Office
* Prior experience utilizing remote support applications (LogMeIn, TeamViewer, Remote Desktop).
* Position requires some weekend and holiday work and on-call support

* Ability to appropriately handle customer complaints
* Ability to use critical thinking to properly respond and de-escalate stressful situations

* Understanding of Networking Technologies

* Some travel may be required

Benefits

Heska offers a very competitive total rewards program, and an attractive benefits package and a robust and generous time off program.

* Medical, Dental and Vision Insurance Plans
* Heska Corporations 401(k) Retirement Plan
* Accrued vacation and sick time
* Holidays & Bonus hours
* Life/Accidental Death and Dismemberment Insurance
* Short Term and Long Term Disability Plans
* Employee Assistance Program
* Employee Stock Purchase Plan
* Flexible Spending Accounts

To apply for this job please visit the following URL: http://itjobpro.com/79269 →