Technical Support Associate

Summary

Join Vetcove's growing team as a Technical Support Associate and help transform the veterinary industry. You will solve complex support inquiries involving software bugs and data issues, liaising with veterinary professionals to support their purchasing decisions on the Vetcove platform. Collaborate with the support team to provide excellent user experiences through live chats, discussion boards, and platform demos. This pivotal role involves driving solutions to enhance user experience and streamline supply ordering. The ideal candidate is a proactive self-starter with excellent communication skills and experience in a customer-facing role. You will troubleshoot issues, handle admin responsibilities, and work cross-functionally to improve the platform.

Requirements

• 1 year of relevant, technical facing work experience
• 4 Year College Degree
• Excellent written and verbal communication skills
• Experience in ticket support
• Patience and compassion when handling difficult situations
• Ability to adapt quickly and manage many concurrent responsibilities
• A strong desire to learn and help our customers succeed
• A positive attitude and one-for-all team mentality and excellent collaboration skills

Responsibilities

• Support existing Vetcove users by responding to user inquiries via our ticketing software
• Try to recreate the issue if it's a bug and document the steps to reproduce the issue and submit a ticket for engineering
• Investigate the source of the any data issues and either resolve the issue or submit a data engineering ticket
• Respond to the clinics once the issue has been resolved, or submit additional information for investigation
• Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner
• Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more
• Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
• Work with vendor and industry partners to streamline communication and alerts between systems
• Help to continuously develop and expand processes in order to streamline support workflows

Preferred Qualifications

• Tech/start-up work experience
• Knowledge of intercom and/or experience with other chat platforms