Job summary
Support Technician (Remote)Customer support and technical resource for Covetrus Practice Information Management Software systemsInitial point of contact for incidents, problems, and request management
Job seniority: entry level
Responsibilities
• Effective and efficient processing of incoming tech support contacts• Documentation of customer issues and resolutions• Proper troubleshooting and root cause analysis of concerns• Escalation of issues when necessary• Education of customers on product use and features• Timely resolution of issues and management of open items• Submission of knowledge base articles• Participation in special projects• Meeting company standards for quantity and quality of work• Adherence to company policies and procedures
Requirements
• Veterinary industry, Veterinary Tech, or veterinary clinic experience preferred• Experience with Practice Information Management Systems desired• Customer service experience in a high-volume customer contact position a plus• High School Degree or GED required• Previous technical support experience beneficial• Experience with computer/software/network troubleshooting desired• Ability to manage time, organize tasks, and stay motivated in a remote professional arrangement• Ability to maintain confidentiality and empathize with clients• Active listening skills and thorough problem-solving abilities• Excellent writing, interpersonal, and communication skills• Ability to handle stress and adapt to change• Strong verbal and written communication skills• Basic knowledge of computer hardware, database structure, and networks• Working knowledge of Microsoft Windows OS and Office Products• Working knowledge of Covetrus Practice Information Management Software solutions• Salary: $21.00/hr
Key Skills Needed
• Veterinary industry experience• Experience with Practice Information Management Systems• Customer service experience• Technical support experience• Computer/software/network troubleshooting• Time management and organization• Active listening• Problem-solving• Excellent writing and communication skills• Knowledge of computer hardware and networks
Benefits
• 401k savings & company match• Paid time off• Paid holidays• Maternity leave• Parental leave• Military leave• Other leaves of absence• Health, dental, and vision benefits• Health savings accounts• Flexible spending accounts• Life & disability benefits• Identity theft protection• Pet insurance• Variable Incentive for sales positions• Possibility of short-term incentive plan
