Role Description The Specialty Products Technical Support Agent strives to deliver on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. The Specialty Products Technical Support Agent provides medical and technical support to clinics for products as they relate to animal health care. This position performs a variety of responsibilities that require sound judgment and patience to provide a high level of efficient customer service while regularly managing a large volume of inbound and outbound calls, faxes, and emails. This position works both independently and within a team environment and must be open to input and feedback from colleagues. Essential Duties and Responsibilities - Troubleshoots technical issues and resolves customer complaints with veterinarians and veterinary staff, as related to portfolio products and services. - Responsible for the daily review of patient histories, IgE allergy test results, and immunotherapy recommendations for data entry accuracy and appropriate allergen selection prior to result transmittal to clinics. - Responsible for inbound and outbound calls regarding patient-specific immunotherapy, including: - Discussing results/allergen recommendations - Accurately adjusting ingredients when requested by the clinic - Discussing standard protocols and pricing for injectable and oral immunotherapy - Discussing benefits and differences between serum IgE testing and intradermal testing - Explaining working knowledge of allergenic cross-reactivities - Refers case consultations to in-house veterinarians, as appropriate. - Assists veterinarians and veterinary staff regarding infectious disease point of care test protocols, reading results, specificity/sensitivity, and accuracy. - Promotes health care and disease prevention. - Maintains diligent recordkeeping within Customer Relationship Management (CRM) database system. - Works in partnership with Specialty Product Technical Support Veterinarians and other channels within the organization, such as marketing, to create educational tools for customers to promote their understanding of how to integrate allergy into their practice. - Other duties as assigned in support of customer service, point of care. Qualifications - Minimum of 3 years’ experience in clinical veterinary practice experience with use of Point of Care systems is required. - Customer care and support experience of at least 2 years. - Current Veterinary Technology license to practice in Colorado required. - Associates degree in Veterinary Technology or related field, or equivalent related experience (e.g. years of experience as a Veterinary Assistant). Knowledge, Skills and Abilities - Full knowledge and understanding of Antech’s products and services. - Consistently displays strong analytical and problem-solving ability. - Displays excellent communication skills; especially good listening skills. - Displays a strong customer focus within a team environment. - Is available to, and works cooperatively with, team members. - Ability to work in a corporate environment where daily client interaction is over the phone and at the computer. - Consistently displays strong organizational and planning skills, great attention to detail and ability to multi-task. - Intermediate ability with Microsoft Office Suite, Internet Software and E-mail required. Familiarity with CRM or similar database software program desired. - Familiarity with or interest in allergy medicine desired. Travel - Travel may be required on occasion up to 5% of the time. Working Conditions - The associate is regularly required to apply manual dexterity, including hand/wrist flexibility, for computer keyboarding. - The associate frequently is required to sit for extended periods of time, stand, walk, and reach with hands and arms. - The associate is frequently required to hear and speak in order to use the telephone, make presentations and communicate with people in an office or virtual environment. - The associate is occasionally required to sit and stoop, bend, kneel, or crouch. - The associate must occasionally lift and/or move up to 15 pounds. - The associate will primarily work in a typical office environment or a remote home office. - The noise level in the work environment is usually moderate. - The associate will be required to use a computer, spreadsheets, data base management, email, video conferencing and the Internet. - The associate is frequently required to use a calculator; fax, copy machine, and phone system. - The associate must occasionally use media equipment such as an overhead projector, PowerPoint, and Microsoft Teams. - Environment where pets are present. Benefits - 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. - Benefits eligibility is based on employment status. - 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