Work From Home Jobs (Remote) In Eastport @Usaremotejob ( Support Technician )
Hiring Organization: Covetrus
Post Name: Support Technician
Qualification: Graduate
Industry: Private
Employment Type: Full Time
Work Hours: 8 Hours
Salary: $20 – $30/Hour
Location: Eastport, USA
Full Job Description
Covetrus is a global veterinary technology and company dedicated to empowering partners in the veterinary practice to improve health outcomes on the ground. We combine products, services and technology on a single platform that connects our customers with the solutions and information they need to do their best work. Our passion for the welfare of animals and their caregivers drives us forward in the world of veterinary medicine. Covetrus is headquartered in Portland, Maine, and has more than 5,000 employees, serving more than 100,000 customers worldwide. Covetrus is a $4 billion company, with a startup mindset. We're looking for smart, impactful leaders!
Service Summary
Technical Support Specialist is a customer support and technical resource for Covetrus information management software system users. Within this role, the Tech is the primary point of contact for events, issues and request management. Responds, resolves and records incoming technical support contacts from customers, diagnoses issues and provides recommendations and long-term solutions. Collaborate closely with assigned Leader and team leader to develop and improve technical skills, use provided support tools, learn effective troubleshooting techniques, and increase product knowledge.
WORK
- Respond to and process incoming technical support contacts effectively and efficiently to maximize customer experience. Records all customer issues, including ticket creation, procedures and actions taken, and results and decisions made during each call.
- Follows appropriate troubleshooting steps, asks clarifying questions, and uncovers root causes of concern. Raise issues as needed within Technical Support or external teams such as Billing, Sales, IT, Sales, Shipping and Production, etc.
- Effectively educates customers on product usage and helps them use available strategies to improve company productivity. Maintains effective call ownership by providing timely resolution, maintaining contact and ongoing issues and managing open issues.
- Submit regular informative articles to improve customer and team training. Participates in special projects and performs other duties as required.
- Adheres to company standards for the quantity and quality of ongoing work, and performs all work-related activities in accordance with all company policies and procedures, including global business standards. Follow the company's policies, procedures and guidelines regarding workplace ethics and work performance.
Eligibility:
Experience and/or training
- ***Veterinary industry, veterinary technology and/or veterinary clinic experience is strongly preferred. ***
- ** Experience with practice information management systems such as ImproMed, AVImark and/or eVetPractice strongly preferred. **
- *Customer service experience in a high-level customer-facing position, either in-person or in an inbound customer contact agency, an asset.*
- High school diploma or GED required. Previous technical support experience is a plus.
- Computer/software/network troubleshooting experience required. Professional:
- Ability to manage time, plan and prioritize, and be self-motivated to demonstrate ownership and remote business management.
- Ability to maintain confidentiality and demonstrate understanding/empathy towards clients and their situations. Use good listening skills, probing and problem-solving questions, and creative, in-depth use of first-contact decision-making skills.
- Demonstrate excellent writing skills, interpersonal skills and strong listening skills. Ability to handle stress and adapt to change.
- Ability to request timely and approved assistance. Technology:
- Verbal and written communication is difficult for different audiences; able to explain technical solutions to technical and non-technical clients.
- Basic knowledge of computer hardware, database systems and networks; and the ability to increase this knowledge. Working knowledge of Microsoft Windows operating system.
- Working knowledge of Microsoft Word, Microsoft Excel and other MS Office products is a plus. Working knowledge of Microsoft desktop and server operating systems helpful.
- Working knowledge of Covetrus practice information management software is a plus.
Work From Home Jobs (Remote) In Eastport @Usaremotejob ( Support Technician )
