Technical Support Technician (Remote)
Covetrus is a global animal-health technology and services company dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We're bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine. Covetrus is headquartered in Portland, Maine, with more than 5,000 employees, serving over 100,000 customers around the globe.
Covetrus is a $4 Billion dollar company, with a start-up mentality. We look for smart, innovative, leaders who want to make an impact!
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 such as Billing, Sales, I.T., Marketing, Hardware Shipping & Production, etc.
Effectively educates customers on product use and assist them in fully utilizing available features to improve office productivity.
Maintains effective call ownership by providing timely resolutions, maintaining contact on ongoing issues and managing open items.
Submits knowledge base articles on a regular basis to update customer and team member education.
Participates in special projects and performs other duties as required.
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that complies with all Company policies and procedures including World Wide Business Standards.
Adhering to Company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
Experience and/or Education
***Veterinary industry, Veterinary Tech, and/or veterinary clinic experience is most highly preferred.***
**Experience with Practice Information Management Systems likeImproMed,AVImark, and/oreVetPracticestrongly 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.
COMPETENCIES (Skills and Abilities)
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.
Covetrus is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law