AIS Technical Support

Support clinic customers using Telemedicine services by troubleshooting image connectivity and helping configure AIS systems.

Responsibilities

• Deliver professional, quality client service and apply data transfer expertise for veterinarian clinic customers
• Configure customer software for new clients
• Identify, troubleshoot, and resolve connectivity problems that can interrupt image transfers
• Provide high-level troubleshooting across DR, CR, CT, MRI, and ultrasound software from all brands
• Support final testing to confirm the solution is working before ending support interactions
• Complete software configuration for servers, acquisitions, and review workstations
• Use established monitoring systems to track progress, resolve issues, identify recurring failure patterns, and escalate unresolved items to management
• Manage workload to meet schedule and client expectations; answer questions and assist teammates as needed
• Handle escalated issues with other internal or external groups to drive resolution
• Work with vendors to resolve connectivity issues, research and test possible solutions, and implement fixes
• Assist AIS clients with image quality improvement
• May participate in enterprise initiatives, special projects, and other assigned duties

Requirements

• 2 years of veterinary technician experience or equivalent
• RVT/LVT preferred
• Fluent in English
• High School Diploma required; Associates in computer related preferred
• Typically 2 years of computer service experience helpful
• High-quality interpersonal skills with experience working with clients and maintaining client relationships
• Computer-oriented aptitude
• Ability to identify, analyze, and troubleshoot complex technical computer and connectivity problems
• Provide client support over the phone in a professional manner
• Ability to learn and apply new technical knowledge quickly
• Strong communication skills (verbal and written), including explaining complex technical topics to technical and non-technical users in a positive, understandable, professional way
• Detail-oriented and organized with the ability to multi-task
• Ability to work independently with minimal supervision and as part of a team
• Sensitivity and respect for urgent matters
• Listen and communicate effectively with a wide variety of clients at all skill levels
• Proven ability to identify issues, follow through, follow up, and resolve
• Ability to follow directions

Benefits

• Medical, Dental, Vision (multiple plans available)
• Basic Life (company paid) and Supplemental Life
• Short and Long Term Disability (company paid)
• Flexible Spending Accounts and Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition and Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts

Work Schedule & Training

• Hours will need to be highly flexible; evenings to overnight and weekends may be required for a time
• Training hours: M-F 8am - 5pm PST for the first 1-2 months

Physical Demands

• Extensive sitting, phone, and computer use
• Ability to extend and reach with hands and arms; use hands and fingers
• Occasionally bend, kneel, stoop, or crouch
• May need to lift, move, and carry up to 15 lbs
• Specific vision abilities required: close vision, color vision, depth perception, and ability to adjust focus
• Hearing ability sufficient for effective communication via 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

• Primarily a typical office environment with cubicles, computers, and overhead lighting
• Temperature extremes minimal to nonexistent
• Noise level usually moderate
• Use a computer, spreadsheets, database management, email, and the Internet
• Frequent use of a computer, keyboard, mouse, headset, calculator; fax, and phone system

Location: Denver, CO (onsite)