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- Tasks: Provide technical support for veterinary Practice Management Systems and resolve customer issues.
- Company: Join Covetrus, a leader in animal-health technology dedicated to improving veterinary practices.
- Benefits: Flexible hybrid working model, competitive salary, and opportunities for continuous learning.
- Other info: Collaborative team environment with strong career growth potential.
- Why this job: Make a real difference in animal health while developing your tech skills.
- Qualifications: Experience in Technical Support or relevant qualifications in technology.
The predicted salary is between 30000 - 40000 £ per year.
Covetrus is a global animal-health technology and services leader dedicated to empowering veterinary practice partners to drive improved health and financial outcomes. We bring 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.
Do you enjoy solving technical challenges and helping customers succeed? Are you passionate about learning new technologies and delivering exceptional customer experiences? We are looking for a motivated Support Engineer to join our Technology Solutions Technical Support team in Edinburgh.
In this role, you will provide technical support for veterinary Practice Management Systems. You will play a key role in diagnosing and resolving technical issues for customers while building strong expertise across applications, databases, hardware, and networking environments. Working closely with internal teams and customers, you will ensure timely and accurate resolutions while helping improve our products and services. This role is primarily based in our Edinburgh office with a flexible hybrid working model.
More about the role:
- Provide customer support for our practice management systems and associated infrastructure via live chat, inbound and outbound customer calls and email whilst logging full case details in our CRM.
- Identify and resolve customer complaints in a timely manner, escalating appropriately if assistance is required.
- Identify recurring technical issues and ensure they are resolved correctly to reduce future repeat incidents.
- Diagnose and resolve issues relating to applications, hardware, and networking environments.
- Create and/or refer to appropriate KB articles when resolving cases.
- Meet individual and team-based objectives.
- Ensure incidents are resolved in line with internal Service Level Agreements (SLAs).
- Follow established Incident Management and Change Management processes.
- Participate in the out of hours support rota to meet business needs. Flexibility to meet shift requirements from 8am to 5:30pm.
Technical Expertise:
- Develop strong technical knowledge across Practice Management Systems, cloud platforms, client hardware, networking environments, SQL databases, and integrations.
- Build subject matter expertise in supported systems and technologies.
Collaboration:
- Work closely with Technical Leads, Support Team Leads, Product teams, and Developers.
- Provide technical feedback and insights from customer issues to improve products.
- Support customer education and best-practice guidance.
Continuous Learning:
- Proactively learn new software features and technologies.
- Participate in internal training and knowledge sharing.
- Contribute to the improvement of documentation and support processes.
About you:
- Previous experience in Technical Support or IT Support role OR HNC, HND, Degree or CompTIA, CCNA, AWS or PMP in a Technology-related field.
- Strong troubleshooting and analytical skills.
- Excellent communication and customer service skills.
- Ability to take ownership of issues and drive them to resolution.
- Strong attention to detail and documentation skills.
- Ability to work both independently and collaboratively within a team.
Desirable:
- Experience supporting business applications or practice management systems.
- Basic knowledge of SQL databases.
- Familiarity with Windows operating environments.
- Understanding of networking fundamentals.
- Experience supporting cloud-hosted software platforms.
Support Engineer employer: Covestro
Contact Detail:
Covestro Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Get to know Covetrus and their mission! Research the company’s values and how they empower veterinary practices. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Brush up on troubleshooting techniques and familiarize yourself with Practice Management Systems. Being able to demonstrate your knowledge during interviews can really set you apart from other candidates.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and even lead to referrals, which can boost your chances of landing that job.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and serious about joining the Covetrus team.
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Support Engineer role. Highlight your technical skills and any relevant experience in IT support or customer service. We want to see how you can help our veterinary practice partners!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for technology and animal health, and explain why you're excited about joining Covetrus. Let us know how your skills align with our mission to improve veterinary practices.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical challenges in the past. We love candidates who can demonstrate their troubleshooting abilities and show us how they’ve made a difference for customers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Covestro
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to Practice Management Systems, SQL databases, and networking fundamentals. Covetrus is looking for someone who can diagnose and resolve issues effectively, so being well-versed in these areas will give you a solid edge.
✨Showcase Your Problem-Solving Skills
Prepare to discuss specific examples of how you've tackled technical challenges in the past. Covetrus values candidates who can take ownership of issues and drive them to resolution, so be ready to demonstrate your analytical skills and troubleshooting prowess.
✨Communicate Clearly and Confidently
Since this role involves a lot of customer interaction, practice articulating your thoughts clearly. Good communication is key, so think about how you can explain complex technical concepts in a way that’s easy for customers to understand.
✨Emphasise Continuous Learning
Covetrus is all about advancing veterinary medicine, so show your passion for learning new technologies. Mention any relevant training or certifications you’ve pursued, and express your eagerness to stay updated with the latest software features and best practices.