Technical Support Specialist

Antech Diagnostics is seeking a Technical Support Specialist to support Sound’s veterinary customers with remote help for digital radiography hardware and related software. The onsite role is based in Carlsbad, CA, and focuses on troubleshooting, clear documentation, and dependable case management through a CRM workflow.

You will work directly with veterinary medical professionals, guiding them through troubleshooting steps either remotely or in a “blind” session, while capturing the details needed for accurate follow-up. Strong attention to detail, solid PC skills, and a methodical approach to diagnosing issues are central to success in this position.

What you’ll do

• Analyze reported issues to diagnose problems and identify root cause using simple and in-depth questioning techniques.
• Document accurate steps to reproduce and record troubleshooting details during calls and in customer tickets within the CRM.
• Support Sound products and services for veterinary medical professionals with strong customer and technical support skills.
• Troubleshoot and resolve issues ranging from simple to highly complex across hardware and software with a methodical, detail-oriented approach.
• Use CRM to manage and track progress on multiple customer tickets without reducing accuracy or service quality.
• Support operating system and application installation or configuration with a high level understanding of product functionality.
• Facilitate warranty returns through RMA processes with third-party vendors, coordinate maintenance repairs, and arrange loaner service orders.
• Maintain thorough issue tracking in customer relationship management software and control calls effectively while still prioritizing customer service.
• Provide product and service information relevant to a broad range of Equine and Small Animal offerings and related learning as needed.
• Communicate clearly, including when customers are upset, and coordinate with other departments during problem solving.
• Contribute as a team player to support the team with high-quality, dedicated service.
• Perform other duties as assigned.

Required qualifications

• Bachelor’s or associate’s degree in a technical field preferred, or equivalent experience.
• 2 years of troubleshooting experience with software and hardware.
• Strong PC skills and knowledge of MS applications including Outlook, Excel, Word, and PowerPoint.
• General knowledge of Microsoft Windows 7, Windows 8, and Windows 10.
• Excellent written and oral communication skills.
• Strong organization and professionalism with an emphasis on being extremely detail oriented.
• Typing skills of 40+ WPM.

Preferred qualifications

• Technical certifications a plus (MCSE, MCP, or A+ and/or equivalent work experience).
• Working or general knowledge in three or more of the following: MS SQL Server, Remote Desktop, PACS, TCP/IP, and DICOM.
• Experience with customer-facing ticketing systems such as MS CRM, Salesforce, or ServiceNow.
• Medical imaging experience is a plus, including film or digital radiography.

Technology and tools

• Outlook, Excel, Word, PowerPoint
• Microsoft Windows 7, Windows 8, Windows 10
• MS SQL Server, Remote Desktop
• PACS, TCP/IP, DICOM
• MS CRM, Salesforce, ServiceNow (CRM)
• CRM

Work conditions

• Regular manual dexterity for keyboarding, including hand and wrist flexibility.
• Frequent sitting for extended periods, plus standing, walking, and reaching with hands and arms.
• Frequent need to hear and speak to use the telephone and communicate in an office environment.
• Occasional sitting, stooping, bending, kneeling, or crouching.
• Occasional lifting or moving up to 15 pounds.
• Primarily a typical office environment with cubicles, computers, and overhead lighting.
• Minimal to nonexistent temperature extremes; usually moderate noise.
• Required to use a computer, spreadsheets, database management, email, and the Internet.
• Frequent use of a calculator; use of fax, copy machine, and phone system.
• Occasional use of media equipment such as an overhead projector, PowerPoint, and Microsoft Teams.

Compensation and location

• Location: Carlsbad, CA (onsite)
• Salary: USD 21 to USD 21 per hour

Benefits

• 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