Diagnostics Technical Support Representative

Zoetis

. Answer incoming technical support requests and troubleshoot and resolve information systems problems for veterinary practices, laboratory research, and veterinary academic settings .

Posted 10/22/2026full-timeRemote • United StatesMid-LevelSenior💰 $23 - $37 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and troubleshooting for veterinary practices, with strong capabilities in connectivity and integration issues. Proficient in customer service, data entry, and software support, with a solid understanding of laboratory workflows and diagnostic systems.

Highest-signal resume keywords

Software Engineering ExperienceTechnical Support ExperienceConnectivity and Integration ExpertiseCRM and ERP Systems KnowledgeBilingual Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Software SupportData EntryNetwork Routers/Switches TroubleshootingPC Hardware/Software MaintenancePoint of Care DiagnosticsClinical Laboratory Systems ExperiencePMS Systems KnowledgeAnalytical SkillsCritical ThinkingBasic Math Skills

Soft Skills

Excellent Customer ServiceStrong Verbal CommunicationStrong Written CommunicationProblem-Solving SkillsAnalytical Mindset

Tools & Technologies

CRM SystemsERP SystemsContact Center Telephone SystemsMicrosoft AccessMicrosoft ExcelMicrosoft WordMicrosoft OutlookWeb Mail

Certifications & Qualifications

Associate Degree in Computer EngineeringAssociate Degree in Software EngineeringCertified Veterinary Technician

Industry Keywords

Veterinary PracticesLaboratory ResearchVeterinary Academic SettingsProduct SupportFault Isolation ProcessesComplaint Documentation ProceduresCustomer AccommodationField SalesField Tech ServicesVMRD

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

Answer incoming technical support requests and troubleshoot and resolve information systems problems for veterinary practices, laboratory research, and veterinary academic settings
Assist customers, regional sales managers, diagnostics specialists, distributors, and strategic marketing partners with connectivity, product performance, technical inquiries, applications, and operations training
Initiate product returns for replacement, investigation, and repair; document calls and responses in the call management system
Initiate orders to send products for troubleshooting, replace defective products, or provide customer accommodation
Specialize in connectivity and integration issues; prepare and review product support information; develop fault isolation processes; implement complaint documentation procedures
Provide guidance, instruction, and training on connectivity and integration issues
Collaborate with Product Management, Repair, Engineering, Product Support Group, Quality, VMRD, Field Sales, Field Tech Services, Customer Service, and VMIPS
Handle and appropriately escalate issues
Participate in special projects and assignments

Requirements

What you’ll need

Associate degree in Computer Engineering, Software Engineering or equivalent work experience is preferred; Certified Veterinary Technician with IT background accepted
3+ years previous Software Engineering and Software Support experience, preferably in a veterinary setting
Point of care diagnostic experience preferred
Excellent telephone manner
Experience with CRM systems, ERP systems, and contact center telephone systems preferred
Bilingual considered a plus (French, Spanish, Portuguese)
Excellent customer service and strong verbal, written, and problem-solving skills
Analytical mindset and demonstrable critical thinking skills
Preferred experience working with PMS systems, Clinical Laboratory Systems, and laboratory workflow
Data Entry / patient processing
Preferred experience with network routers/switches installation, maintenance and troubleshooting
PC hardware/software maintenance / troubleshooting
Ability to read business periodicals, professional journals, technical procedures, or government regulations; write reports, business correspondence, and procedure manuals; present information and respond to questions
Basic math skills required
Working knowledge and experience with Microsoft Access, Excel, Word, Outlook, and Web Mail
Knowledge of media production, communication, and dissemination techniques and methods
Some travel required
Must possess or obtain authorization to work in the US for Zoetis

Benefits

Comp & perks

Healthcare and insurance benefits beginning on day one
401K plan with a match
Profit-sharing contribution from Zoetis
4 weeks of vacation