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Technical Support Representative with Equine Background

Position Summary

Provide customer assistance for a new and exciting advanced monitoring system that remotely and non-invasively monitors a horse’s health and condition in real-time. This patented device monitors cardiac function, including pulse and central blood pressure, along with respiration. Data is transmitted via Bluetooth and Wi-Fi to the VetCheq® Cloud application and can be accessed by any internet-enabled device.

  • Assist customers with phone and online questions and issues
  • Open and track issues in a trouble ticketing system
  • Create periodic reports on issues opened and resolved as required
  • Troubleshoot customer issues and identify root cause
  • Additional responsibilities include but are not limited to:
    • Establish and enhance customer and product support processes
    • Establish and track key performance indicators
    • Collaborate with the other internal organizations to escalate/resolve issues
    • Review technical training materials
    • Attend in-house training

Common Essential Duties and Responsibilities

  • Perform knowledge sharing with all team members to enhance training
  • Providing technical assistance and knowledge to customers and other employees
  • In-depth issues analysis and troubleshooting with escalation to engineering as required
  • Conduct knowledge sharing with team members during staff meetings
  • Provide training and assistance to customers regarding the product’s solutions
  • Work with customers to resolve customer issues
  • Provide technical support to customers by phone and email
  • Log/update trouble ticketing systems
  • Identify issues, and update management and internal teams
  • Maintain a superior work environment for team members and customers
  • Demonstrate flexibility in performing other assigned tasks
  • Ability to handle situations with little or no supervision
  • Ability to make decisions based on employer and customer priorities
  • Background and Experience

    • Prior customer service and technical product support experience
    • In-depth and current knowledge of and experience with horses
    • Health device support, and general knowledge of wireless technology and devices a plus

    Necessary Skills and Attributes

    • Passion for customer support – able to show empathy and solve customer issues
    • Verifiable knowledge of equine illnesses, common complications, and training procedures
    • Excellent computer skills and the willingness to learn new applications

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    PonyUp Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation disability or genetics. In addition to federal law requirements, PonyUp Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

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