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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical support and customer service, with a strong focus on diagnosing and resolving product performance issues. Proficient in CRM and ERP systems, with a commitment to maintaining high service levels and customer satisfaction.
Highest-signal resume keywords
Technical Support ExperienceCRM Systems ProficiencyVeterinary Technology KnowledgeGerman Language ProficiencyPoint Of Care Diagnostic Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportCustomer SupportTroubleshootingCase ManagementRegulatory ReportingVeterinary Practice ManagementBasic PC Hardware/Software TroubleshootingOrder ProcessingDiagnostic Product KnowledgeEscalation Handling
Soft Skills
CollaborationCustomer RetentionProblem SolvingCommunicationEscalation Management
Tools & Technologies
CRM SystemsERP SystemsContact Center Telephone SystemsMicrosoft Office SuiteWeb-Based Mail Systems
Certifications & Qualifications
Associate Degree in Related Technical FieldVet Tech Degree
Industry Keywords
Veterinary TechnologyPoint Of Care DiagnosticsCustomer Relationship ManagementTechnical InquiriesService Levels
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Respond promptly and accurately to high volumes of technical support requests through multiple support channels.
- Diagnose and resolve issues related to product performance, applications, connectivity, and operations.
- Use support tools including back offices, command center, chemistry translator, virtual share, and remote access to identify error trends and isolate root causes.
- Support customers, field representatives, distributors, and strategic partners through technical inquiries, performance issue resolution, and application, connectivity, and operations training.
- Collaborate with Supervisors, Senior Agents, Level 1–3 Support, Product Management, Repair, Engineering, Product Support, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, Training, and VMIPS.
- Document interactions and resolutions in the Customer Relationship Management system.
- Manage end-to-end case handling and regulatory reporting case processing while meeting case-management guidelines, KPIs, and service levels.
- Resolve customer dissatisfaction complaints, handle escalations, and coordinate with internal teams to support customer retention.
- Initiate product returns, including replacement, investigation, and repair, in the CRM system.
- Process orders for troubleshooting, defective-product replacement, and customer accommodation.
- Maintain current expertise on diagnostic product lines, troubleshooting methods, policies, and procedures.
- Adhere to Zoetis policies, procedures, and objectives.
- Participate in special projects and assignments.
- Manage the RMA process end-to-end.
- Conduct proactive follow-up calls for new installations during customer onboarding.
- May participate in meetings with local markets.
Requirements
What you’ll need- An equivalent combination of education, training, and experience will be considered.
- Associate degree in related technical field or Vet Tech degree preferred; equivalent experience considered in lieu of degree.
- 3+ years of experience in Customer Support, Technical Support, Veterinary Technology, or IT Support, including at least 1 year of Technical Support experience.
- Point of care diagnostic experience preferred.
- Experience with CRM systems, ERP systems, PIMS, and contact center telephone systems highly preferred.
- German is required.
- English is mandatory for all international agents.
- Proficiency in additional core European languages, such as Spanish, French, Italian, Portuguese, Greek, Dutch, or Polish, is a strong advantage.
- Working knowledge of Microsoft Office Suite (Access, Excel, Word, Outlook) and web-based mail systems.
- Proficient in CRM systems, ERP systems, and contact center telephone systems.
- Familiarity with veterinary practice management systems and basic PC hardware/software troubleshooting.
- Working knowledge of Veterinary PIMS and basic PC hardware/software troubleshooting for basic support for the Connectivity Team.