At a Glance
- Tasks: Provide technical support for veterinary Practice Management Systems and resolve customer issues.
- Company: Join Covetrus, a leader in animal-health technology and services.
- 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 veterinary medicine while developing your technical 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.
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.
- 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.
- 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.
- Proactively learn new software features and technologies. Participate in internal training and knowledge sharing. Contribute to the improvement of documentation and support processes.
- 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.
- 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 in Edinburgh employer: Covetrus, Inc.
Covetrus is an exceptional employer that fosters a collaborative and innovative work culture in the heart of Edinburgh. With a strong commitment to employee growth, we offer continuous learning opportunities and a flexible hybrid working model, ensuring our Support Engineers thrive both personally and professionally while contributing to the well-being of animals and their caretakers.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer in Edinburgh
✨Tip Number 1
Get to know the company inside out! Research Covetrus and their products, especially the Practice Management Systems. This will help you tailor your conversations during interviews and show that you're genuinely interested in what they do.
✨Tip Number 2
Practice makes perfect! Prepare for common technical support scenarios and questions. Role-play with a friend or use mock interviews to sharpen your troubleshooting skills and communication style.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨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 serious about joining the team at Covetrus.
We think you need these skills to ace Support Engineer in Edinburgh
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Support Engineer role. Highlight your technical support experience and any relevant skills, like troubleshooting or customer service. We want to see how you can bring your unique expertise to our team!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about veterinary technology and how your background makes you a great fit for us. Keep it concise but engaging – we love a good story!
Show Off Your Technical Skills:In your application, don’t forget to showcase your technical skills, especially those related to Practice Management Systems, SQL databases, and networking. We’re looking for someone who can hit the ground running, so let us know what you’ve got!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Covetrus, Inc.
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge related to Practice Management Systems, SQL databases, and networking fundamentals. Being able to discuss these topics confidently will show that you're not just familiar with the basics but can also dive deeper into problem-solving.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples of how you've successfully handled customer complaints or technical issues in the past. Highlight your communication skills and ability to empathise with customers to demonstrate that you can provide top-notch support.
✨Prepare for Scenario Questions
Expect to be asked how you would handle specific technical issues or customer scenarios. Think through common problems you might encounter in a Support Engineer role and practice articulating your thought process and solutions clearly.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, ongoing training opportunities, or how they measure success in the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
