Provide general procedural and front line technical assistance for Veterinary Practice Management Software, including but not limited to HSVS software products such as Invoicing, correcting payments, scheduling appointments, Medical Records, and Inventory. Should have basic knowledge of hardware, networking, and Operating Systems. This role has the potential to be entirely remote work from home.
Answer incoming customer support calls effectively and efficiently
Identify and resolve general issues, problems, and functional questions
Utilize internal resources to document cases showing steps and actions taken to obtain results and resolutions
Follow proper troubleshooting procedures and ask clarifying questions
Escalate or transfer cases as needed to other teams within the organization
Effectively educate clients on product use and assist them in fully utilizing available features to improve their productivity
Manage each customer interaction by providing timely follow-ups, resolutions, and escalations.
Research and attach knowledgebase articles on a regular basis to completed cases.
Participate in special projects and perform other duties as assigned
In addition to the essential duties and responsibilities listed above, all positions are also responsible for:
Meeting company standards pertaining to quantity and quality of work performed on an ongoing basis, performing all work related tasks in a manner that is in compliance with all company policies and procedures including Worldwide Business Standards.
Adhering to company policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments.
The TSM (Team Schein Member) will receive regular and daily instruction from their direct supervisor. This role does not have the authority to make staffing decisions nor will this role have any direct reports.
This position will be working in an office environment, utilizing typical office equipment.
This section should list the minimum knowledge and skills, experience, level of education or equivalent experience, and if applicable, other licenses or accreditation, such as certificates, required for the position.
Associate's degree and/or experience in Information Technology, Computer Science or related field, preferred.
High School Degree or GED required
Previous technical support experience preferred; internship experience helpful
Experience with computer/software troubleshooting is a plus
Specialized Knowledge and Skills:
Strong verbal and written communication skills for varied audiences; able to explain technical solutions to technical and non-technical clients.
Basic knowledge of computer hardware and networks; with the ability to increase this knowledge.
Working knowledge of multiple versions of Microsoft Windows.
Working knowledge of Microsoft Office Products.
Working knowledge of any Veterinary Practice Management Software is a plus
Excellent troubleshooting and problem solving skills
Ability to maintain confidentiality
Ability to prioritize and adapt to change
Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.