Vet Clinic Support Associate

Vetcove

8d•$50,000 - $80,000•Remote

About The Position

Join Vetcove and help modernize the future of veterinary software and the pet parent healthcare experience. Our suite of platforms features a market-leading procurement marketplace, an ultra-modern home delivery ecommerce experience, and a next-generation practice management system. More than 25,000 hospitals across all 50 states rely on Vetcove daily, supporting tens of thousands of veterinarians who care for tens of millions of pets each year. We are modernizing the 50 billion dollar plus animal health industry by giving veterinary organizations the tools to focus more on patient care. Backed by Y Combinator and top venture investors in Silicon Valley, New York and Miami, Vetcove is a fast-growing, mission-driven company. We are searching for talented and passionate people who want to help shape the future of veterinary care. The support associate role is responsible for solving complex support inquiries that involve software bugs or data issues. This person will be liaising with the vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the Vetcove platform. Members of the support team work collaboratively to help provide our users an excellent experience on our platform through live chats, internal discussion boards, and platform demos. This role plays a pivotal part in driving solutions to enhance the experience for every user leveraging the platform for their supply ordering needs. The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform. Experience in a relevant customer-facing role, as well as excellent written and verbal communication skills, are required. Knowledge of intercom and/or experience with other chat platforms is strongly preferred.

Requirements

1 year of relevant, technical facing work experience
4 Year College Degree
Excellent written and verbal communication skills
Experience in ticket support
Patience and compassion when handling difficult situations
Ability to adapt quickly and manage many concurrent responsibilities
A strong desire to learn and help our customers succeed
A positive attitude and one-for-all team mentality and excellent collaboration skills

Nice To Haves

Tech/start-up work experience is a plus but not required
Knowledge of intercom and/or experience with other chat platforms is strongly preferred.

Responsibilities

Support existing Vetcove users by responding to user inquiries via our ticketing software
Try to recreate the issue if it's a bug and document the steps to reproduce the issue and submit a ticket for engineering
Investigate the source of the any data issues and either resolve the issue or submit a data engineering ticket
Respond to the clinics once the issue has been resolved, or submit additional information for investigation
Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner
Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more
Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
Work with vendor and industry partners to streamline communication and alerts between systems
Help to continuously develop and expand processes in order to streamline support workflows