Technical Support Specialist Job at Antech Diagnostics (Carlsbad, California)

Technical Support Specialist

Antech Diagnostics

Location:
United States , Carlsbad, California

Category:
Customer Service

Contract Type:
Not provided

Salary:

21.50 USD / Hour

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Job Description:

The Technical Support Specialist is responsible for remote troubleshooting of digital radiography hardware, and related software for Sound’s veterinary customers. This individual has a general understanding of DR, CR, Ultrasound and laser functionality. This individual possesses strong troubleshooting skills, can vet knowns and unknowns by asking simple to complex questions, and is calculated and methodical when problem solving. This position requires logical and careful dissection of problem descriptions and can walk customers through troubleshooting steps while connected remotely or blind (not connected). In addition, this individual functions well in a fast paced environment with good case management and call management skills.

Job Responsibility:

Remote troubleshooting of digital radiography hardware, and related software for Sound’s veterinary customers
Understand and diagnose issues, and identify root cause through detailed analysis using both simple and in-depth questioning techniques
Document steps to reproduce accurately
Utilize strong customer and technical support skills supporting Sound products and services to veterinary medical professionals
Troubleshoot and solve simple to highly complex hardware and software issues
Use CRM to document and track progress on customer issues
Accurately document troubleshooting steps, during the call, in customer tickets using CRM
Thorough and detailed case management skills
Manage multiple customer tickets without sacrificing accuracy or quality of service
Operating system and application installation/configuration
Perform and facilitate the return of items under warranty with third party vendors (RMA’s), coordinate maintenance repairs, and loaner service orders
Thorough and detailed issue tracking in customer relationship management software
Strong call control technique without sacrificing customer service
Provide Sound customers with product and service information
Work closely with other departments when problem solving
Highly customer focused with a strong desire to deliver an excellent support experience during every interaction
Team player that will add value through very high quality and dedication to support team

Requirements:

A bachelor’s or associate’s degree in a technical field preferred or equivalent experience
Technical certifications a plus (MCSE, MCP, or A+ and/or equivalent work experience)
2 years troubleshooting software and hardware
Strong PC skills and knowledge of MS applications (Outlook, Excel, Word, PPT)
General knowledge of Microsoft Windows 7, Windows 8 and Windows 10
General or working knowledge in three or more of the following areas is strongly preferred: MS SQL Server, Remote Desktop, PACS, TCP/IP, and DICOM.
Previous experience with customer facing ticketing systems (e.g. MS CRM, SalesForce, ServiceNOW)
Excellent written and oral communication skills
Must be extremely detail oriented, organized, and professional
Typing skills: 40+ WPM

Nice to have:

Previous experience in medical imaging is a plus
either film or digital radiography

What we offer:

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

Additional Information:

Job Posted:
January 26, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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