Supports end users, field representatives, and distribution partners by resolving issues across a portfolio of animal health diagnostic products
Respond promptly and accurately to high volumes of technical support requests through multiple support channels
Diagnose and resolve issues related to product performance, applications, areas of connectivity, and operations
Provide technical inquiries, address performance issues, and provide application, connectivity, and operations training
Document all interactions and resolutions accurately and promptly in the Customer Relationship Management system
Manage the end to end case handling and case management including case processing for reporting to regulatory authorities
Maintain up-to-date expertise on diagnostic product lines, troubleshooting methods, policies and procedures

Requirements

Associates degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree
3+ years of experience (Customer Support, Technical Support, Veterinary Technology, IT Support) with at least 1 year of Technical Support experience
Point of care diagnostic experience preferred
Experience with CRM systems, ERP systems and contact center telephone systems highly preferred
Bilingual considered a plus
Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems
Proficient in CRM systems, ERP systems, and contact center telephone systems

Benefits

healthcare and insurance benefits beginning on day one
a 401K plan with a match and profit-sharing contribution from Zoetis
4 weeks of vacation

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supportdiagnostic productstroubleshootingcase managementproduct performanceconnectivityoperations trainingcustomer supportveterinary technologypoint of care diagnostics

Soft Skills

problem-solvingcommunicationcustomer servicedocumentationmultitaskingbilingual communicationteam collaborationtime managementattention to detailadaptability

Certifications

Associates degree in related technical fieldVet Tech degree