Imaging Technical Support Tier 1 Agent

Overview:
The Imaging Technical Support team is a dedicated and fun team of veterinary technicians and assistants seeking a positive, and professional veterinary technician who is devoted to the veterinary industry and the growth of in-clinic patient imaging diagnostics through providing technical help for our full suite of imaging equipment.

 

The Imaging Technical Support Tier 1 Agent provides technical, over-the-phone support and troubleshooting of in-house Heska diagnostic imaging equipment for veterinarians and their teams. Our customers are located both nationally and internationally. Team members in this position work both independently and within the team environment.

 

Through innovation, invention, and strategic partnerships with worldwide leaders in diagnostics and treatments, Heska provides the benefits of the latest generation technology to pet healthcare providers. The teams that make up our Customer Care Division value supporting our customers with personable, reliable, and accurate technical help. This position is ideal for the vet tech or assistant who wants a career in the veterinary profession outside of the typical veterinary hospital setting. This position is based at our headquarters in Loveland, CO and does not offer a remote-work option.

 

Heska is dedicated to quality pet care. Through innovation, invention, and strategic partnerships with worldwide leaders in diagnostics and treatments, Heska provides the benefits of the latest generation technologies to veterinarians. Heska’s range of complete blood diagnostic solutions include biochemistry, hematology, coagulation, immunoassay, heartworm, as well as other assays. Heska is at the forefront of high definition digital radiology and ultrasound for small and large animals and is a leader in point of care telecytology with a team of experienced clinical pathology specialists.  Heska offers complete allergy solutions from testing and interpretation to immunotherapeutic options.

 

Salary range for this role is $18.00 - $20.00 on an hourly basis plus on-call compensation. This is the range that we in good faith believe is the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future.

Responsibilities:
ESSENTIAL DUTIES AND RESPONSIBILITIES:

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.

Provides first in class technical customer service

Accurately and thoroughly documents all troubleshooting and resolution information and manages technical case structure in company CRM/ERP.

Provides on-call / after-hours technical support on a rotating basis.

Follow SOP’s 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.

Collaborates with other technical support members to offer insight during the troubleshooting process.

Brainstorms how to resolve current problems and trends

Other duties as assigned. 

Qualifications:
EDUCATION AND/OR EXPERIENCE:

Certification in Veterinary Technology strongly preferred. Will consider equivalent related experience.

Minimum of 2 years’ experience in animal hospital setting required.

Additional experience and special interest in computer systems, networking, or other information technology skills is 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

Ability to work on-call and provide after-hours/vacation support on a rotating basis.

Excellent communication skills, both written and oral

Exhibits strong teaching/training facilitation skills

Can understand and follow complex SOP’s

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.

Demonstrate ability to define problems, collect data, establish facts, and draw valid conclusions

Ability with Windows/MAC/Linux OS and iOS/Android OS.

Ability to appropriately handle customer complaints

Ability to use critical thinking to properly respond and de-escalate stressful situations

Proficient with Outlook and Microsoft Office

Prior experience utilizing remote support applications (LogMeIn, TeamViewer, Remote Desktop).

Understanding of Networking Technologies

Ability to travel as required (less than 10%)

 

Heska is an Equal Opportunity Employer.

 

​Heska has a generous benefits package available to employees!

Health Insurance (Medical, Dental & Vision)

Company Paid Life Insurance with AD&D

Company Paid Short-Term and Long-Term Insurance

Employee Paid Voluntary Life Insurance options

Retirement Plan 401(k) Traditional and/or Roth + Company Match

Employee Stock Purchase Program

Paid Time Off (Vacation, Sick, and Holidays)

Family Leave (Maternity, Paternity)

Training and Development