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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 solving technical challenges.
- 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 in Edinburgh employer: Covetrus
Contact Detail:
Covetrus Recruiting Team
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 understand their products, services, and values. 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 makes perfect! Prepare for common technical support scenarios and questions you might face in interviews. Role-playing with a friend can help you articulate your problem-solving skills and customer service approach effectively.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn to gain insights about the company culture and the role. They might even share tips that could give you an edge in the hiring process.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and serious about joining the Covetrus team.
We think you need these skills to ace Support Engineer in Edinburgh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Support Engineer role. Highlight any technical support experience, especially with practice management systems or similar technologies, to show us you’re a great fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for veterinary technology and how your problem-solving skills can help our customers succeed. We love seeing genuine enthusiasm for the role!
Show Off Your Technical Skills: In your application, don’t forget to mention any relevant technical expertise, like SQL databases or cloud platforms. We want to see how you can contribute to our team and improve our products!
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!
How to prepare for a job interview at Covetrus
✨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 Customer Service Skills
Since this role involves direct customer interaction, be prepared to discuss your previous experiences in providing exceptional customer support. Think of specific examples where you resolved complaints or helped customers succeed, as this will demonstrate your ability to take ownership of issues.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your troubleshooting skills. Practice how you would approach common technical issues and articulate your thought process clearly. This will show the interviewers that you can think on your feet and handle real-world challenges.
✨Emphasise Continuous Learning
Covetrus values proactive learning, so highlight any recent training or certifications you've pursued. Discuss how you stay updated with new technologies and software features, as this shows your commitment to personal and professional growth in the tech field.