At a Glance
- Tasks: Provide technical support for veterinary Practice Management Systems and resolve customer issues.
- Company: Join a dynamic tech team in Edinburgh with a focus on innovation.
- Benefits: Flexible hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with strong emphasis on learning and development.
- Why this job: Make a real difference by helping customers succeed with cutting-edge technology.
- Qualifications: Experience in Technical Support or relevant qualifications in technology.
The predicted salary is between 30000 - 40000 £ per year.
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.
- 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.
- 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.
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.
- 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 UK
Join our dynamic team in Edinburgh as a Support Engineer, where you will not only tackle technical challenges but also contribute to the success of veterinary practices. We pride ourselves on fostering a collaborative work culture that encourages continuous learning and professional growth, offering flexible hybrid working arrangements and opportunities to enhance your technical expertise across various platforms. With a commitment to exceptional customer service and a supportive environment, we ensure that our employees thrive while making a meaningful impact in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Support Engineer
✨Tip Number 1
Get to know the company inside out! Research their products, services, and culture. This will not only help you tailor your conversations but also show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Before any interviews or calls, run through common technical support scenarios and how you'd handle them. This will boost your confidence and help you articulate your problem-solving skills effectively.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and even referrals, which can be a game-changer in landing that job.
✨Tip Number 4
Don’t forget to follow up! After interviews or networking chats, send a quick thank-you note. It shows appreciation and keeps you fresh in their minds, making it more likely they'll think of you when decisions are made.
We think you need these skills to ace Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your technical support experience and any relevant qualifications. We want to see how your skills match up with the role, so don’t be shy about showcasing your troubleshooting prowess!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Share your passion for technology and customer service, and explain why you’re excited about joining our team at StudySmarter. Keep it friendly and professional!
Showcase Your Problem-Solving Skills:In your application, give examples of how you've tackled technical challenges in the past. We love seeing candidates who can think on their feet and resolve issues efficiently, so let us know how you’ve done this before!
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’s super easy – just follow the prompts!
How to prepare for a job interview at Covetrus UK
✨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 technical challenges in the past, as this will show your expertise and problem-solving skills.
✨Showcase 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 customer complaints or provided exceptional support, and be ready to share those stories.
✨Demonstrate Your Problem-Solving Approach
During the interview, be prepared to walk through your troubleshooting process. Employers love to see how you approach diagnosing and resolving issues, so think of a few scenarios where you successfully identified and fixed a technical problem.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company’s products, team dynamics, or future 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.
