Support Technician - Remote

September 16

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Covetrus

WebsiteLinkedInAll Job Openings

5001 - 10000

💰 Seed Round on 2021-01

Description

• The Technical Support Technician is a customer support and technical resource for users of Covetrus Practice Information Management Software systems. • In this role, the Tech is the initial point of contact for incidents, problems and request management. • Answers, resolves, and logs in-bound technical support contacts from clients, identifies issues, and provides suggestions and long-term resolutions. • Works closely with assigned mentor and team leader to develop and improve technical service skills, uses provided support tools, learns effective troubleshooting techniques, and increases product knowledge. • Answers and processes incoming tech support contacts effectively and efficiently to optimize customer experience. • Documents all customer related issues, including creation of tickets, steps and actions taken, and results and resolutions obtained throughout each call. • Follows proper troubleshooting steps, ask clarifying questions, and discovers root cause of concerns. • Escalate issues as needed within Technical Support or to external groups.

Requirements

• Veterinary industry, Veterinary Tech, and/or veterinary clinic experience is most highly preferred. • Experience with Practice Information Management Systems like ImproMed , AVImark , and/or eVetPractice strongly desired. • Customer service experience within a high-volume customer contact position, whether in-person or within an inbound customer contact center, a plus. • High School Degree or GED required. • Previous technical support experience a positive. • Experience with computer/software/network troubleshooting desired. • Ability to manage time, organize and prioritize tasks, and stay personally motivated to demonstrate ownership in a remote professional arrangement. • Ability to maintain confidentiality and express understanding/empathy toward clients and their situations. • Utilize active listening skills, probing and troubleshooting questions, and creative, thorough problem solving with a target for first contact resolution. • Demonstrate excellent writing skills, interpersonal and communication skills, and powerful listening skills. • Ability to handle stress and adapt to change. • Ability to ask for assistance in a timely and prepared manner. • Strong verbal and written communication skills for varied audiences; able to explain technical solutions to technical and non-technical clients. • Basic knowledge of computer hardware, database structure, and networks; with the ability to increase this knowledge. • Working knowledge of Microsoft Windows OS. • Working knowledge of Microsoft Word, Microsoft Excel and other MS Office Products is a plus. • Working knowledge of Microsoft Desktop and Server OS’s, is helpful. • Working knowledge of Covetrus Practice Information Management Software solutions is a plus.

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 • Sales Positions are eligible for a Variable Incentive • Certain positions may include eligibility for a short term incentive plan