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Covetrus Support Technician (Remote) in Denver, Colorado

Technical Support Technician (Remote)CovetrusCovetrus is a global animal-health technology and services company dedicatedto empowering veterinary practice partners to drive improved health andfinancial outcomes. We're bringing together products, services, andtechnology into a single platform that connects our customers to the solutionsand insights they need to work best. Our passion for the well-being of animalsand those who care for them drives us to advance the world of veterinarymedicine. Covetrus is headquartered in Portland, Maine, with more than5,000 employees, serving over 100,000 customers around the globe.Covetrus is a $4 Billion dollar company, with a start-up mentality. Welook for smart, innovative, leaders who want to make an impact!JOB SUMMARYThe Technical Support Technician is a customer support and technical resourcefor users of Covetrus Practice Information Management Software systems.In thisrole, the Tech is the initial point of contact for incidents, problems andrequest management.Answers, resolves, and logs in-bound technical supportcontacts from clients, identifies issues, and provides suggestions andlong-term resolutions. Works closely with assigned mentor and team leader todevelop and improve technical service skills, uses provided support tools,learns effective troubleshooting techniques, and increases product knowledge.RESPONSIBILITIESAnswers and processes incoming tech support contacts effectively andefficiently to optimize customer experience.Documents all customer related issues, including creation of tickets,steps and actions taken, and results and resolutions obtained throughouteach call.Follows proper troubleshooting steps, ask clarifying questions, anddiscovers root cause of concerns.Escalate issues as needed within Technical Support or to external groups suchas Billing, Sales, I.T., Marketing, Hardware Shipping and Production, etc.Effectively educates customers on product use and assist them in fullyutilizing available features to improve office productivity.Maintains effective call ownership by providing timely resolutions,maintaining contact on ongoing issues and managing open items.Submits knowledge base articles on a regular basis to update customer and teammember education.Participates in special projects and performs other duties as required.Meeting company standards pertaining to quantity and quality of work performedon an ongoing basis, performing all work related tasks in a manner thatcomplies with all Company policies and procedures including World WideBusiness Standards.Adhering to Company policies, procedures, and directives regardingstandards of workplace behavior in completing job duties and assignments.QUALIFICATIONS:Experience and/or Education***Veterinary industry, Veterinary Tech, and/or veterinary clinicexperience is most highly preferred.*****Experience with Practice Information Management SystemslikeImproMed,AVImark, and/oreVetPracticestrongly desired.***Customer service experience within a high-volume customer contact position,whether in-person or within an inbound customer contact center, a plus.*High School Degree or GED required.Previous technical support experience a positive.Experience with computer/software/network troubleshooting desired.COMPETENCIES (Skills and Abilities)Professional:Ability to manage time, organize and prioritize tasks, and stay personallymotivated to demonstrate ownership in a remote professional arrangement.Ability to maintain confidentiality and express understanding/empathy towardclients and their situations.Utilize active listening skills, probing and troubleshooting questions,and creative, thorough problem solving with a target for first contactresolutiDemonstrate excellent writing skills, interpersonal and communicationskills, and powerful listening skills.Ability to handle stress and adapt to change.Ability to ask for assistance in a timely and prepared manner.Technical:Strong verbal and written communication skills for varied audiences; a