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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 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 employer: Covetrus, Inc.
Contact Detail:
Covetrus, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, attend meetups, and connect with people on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to technical support. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Show off your skills! If you’ve got a portfolio or examples of past work, bring them along to interviews. Demonstrating your problem-solving abilities with real-life examples can really impress potential employers.
✨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 genuinely interested in joining our team at Covetrus.
We think you need these skills to ace Support Engineer
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 that match the job description. 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 engaging and personal – we love to see your personality come through!
Show Off Your Problem-Solving Skills: In your application, don’t forget to showcase your troubleshooting and analytical skills. Share specific examples of how you've resolved technical issues in the past. This will help us understand how you approach challenges and find solutions.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll get to explore more about us and what we do while you’re at it!
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. Be ready to discuss how you've tackled similar issues in the past, as this will show your expertise and problem-solving skills.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, prepare examples that highlight your communication and customer service abilities. Think about times when you resolved a customer complaint or provided exceptional support, and be ready to share those stories.
✨Demonstrate Your Team Spirit
Collaboration is key in this role, so be prepared to talk about how you've worked with others in previous positions. Share experiences where you contributed to team goals or helped improve processes, as this will show you're a team player who can work well with Technical Leads and Product teams.
✨Ask Smart Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture, team dynamics, or ongoing projects. This not only shows your interest in the role but also gives you a chance to assess if the company is the right fit for you.