AIS Technical Support

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care.

Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs.

PURPOSE OF JOB:

Provide client and technical support for veterinarian clinic customers who utilize Telemedicine and PACS services. Identify, troubleshoot and resolve connectivity problems encountered when transferring images from the client system to AIS proprietary systems. The statements below are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the personnel so classified.

Please note: this role is fully remote and for an overnight position, with the schedule being Wednesday-Saturday, 8pm-7am PT.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to satisfactorily perform each essential function. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide professional and quality client services for telemedicine, PACS, and data transfer expertise.

• Provide professional and quality technical support for all AIS full-time and contract specialist.

• Responsible for customer software configuration for new clients.

• Identify, troubleshoot, and resolve connectivity problems that may cause image transfer interruptions including high level troubleshooting of all brands of DR, CR, CT, MRI, Ultrasound, and various Practice Management Systems.

• Assist with final testing to ensure the solution is working before the support call is ended.

• Complete software configuration for servers, acquisitions, and review workstations.

• Use established systems to monitor progress, track problem resolution, identify patterns of failure,

and communicate unresolved problems to management.

• Prioritize and complete work on schedule to meet client expectations. Answers questions and assists others on team and in other areas as needed.

• May manage escalated issues with other internal/external groups to ensure resolution.

• Works with vendors to resolve connectivity issues, research and test possible solutions, and implement solutions.

• Assist AIS clients in improving image quality.

• May be asked to participate in enterprise initiatives, special projects, and other duties as assigned.

• We share a collaborative obligation to ensure that we conduct ourselves in the utmost ethical manner and that we hold each other accountable to the values and standards of the organization. Every employee has the responsibility to ask questions, seek guidance, and report concerns and/or violations of company policy or ethical standards. Antech Diagnostics has several processes in place to communicate with leadership and expects that employees will have a commitment to integrity and uncompromising values.

EDUCATION/EXPERIENCE:

• A High School Diploma required

• Associates degree in computer science preferred and or Veterinary Technician.

• Typically, 2 year’s computer service experience helpful.

REQUIRED SKILLS AND ABILITIES:

• High quality interpersonal skills, with experience working with clients and maintaining good client relationships.

• Computer-oriented aptitude required.

• Identify, analyze, and troubleshoot a wide range of complex technical computer and connectivity related problems effectively.

• Deliver client support over the phone, via email, or other methods of communication in a professional manner

• Learn and apply new technical knowledge quickly

• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly, and understandable manner.

• Attention to detail, organized with ability to multi-task.

• Ability to work independently with minimal supervision and as part of a team.

• Demonstrate sensitivity and respect for urgent matters.

• Listen and communicate information to a wide variety of clients at all levels of skill.

• Proven ability to identify, follow through, follow up, and resolve issues.

• Ability to follow directions.

PHYSICAL DEMANDS:

• Extensive sitting, phone, and computer use

• Extend and reach with hands and arms and use hands and fingers

• Occasionally required to bend, kneel, stoop, or crouch

• May be required to lift, move, and carry up to 15 lbs.

• Specific vision abilities required including close vision, color vision, depth perception, and the ability to adjust focus.

• Hearing ability sufficient enough to effectively communicate via the telephone and in person

• Ability to communicate verbally on the telephone and in person

• Fluency in the English language

• Extended hours may be needed based on business need

WORK ENVIRONMENT:

The employee will primarily work off-site in a typical home office environment including computers and overhead lighting. Temperature extremes should be minimal to nonexistent. The noise level in the work environment is usually moderate. The employee will be required to use a computer, spreadsheets, data base management, email, and the Internet. The employee is frequently required to use a calculator; fax, copy machine, and phone system

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health, wellness and financial needs of our associates.

• All Full-time associates are eligible for the following benefits and more:

• Paid Time Off & Holidays

• Medical, Dental, Vision (Multiple Plans Available)

• Basic Life (Company Paid) & Supplemental Life

• Short and Long Term Disability (Company Paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement, please see our Career page at Antech Careers.