Helpdesk Advisor

Posted 8 February by Companion Care Vets

Support Technician - Business Insights Team

Due to the ongoing growth of our company we are recruiting a Support Technician to join our busy Business Insights team.

The Support Technician will work alongside our PMS Team Lead and assist our Joint Venture Partners (JVP) and their surgery teams in successfully and efficiently using the Practice Management System (PMS), which supports the day to day operations in each business. The successful colleague will have a number of responsibilities as part of this role:

  • Providing first line support and resolution for PMS / Health Care Plan (HCP)/Procedures and Pricing related issues

  • Administering HCP transfers

  • Assisting with general enquiries from surgery teams via our internal service level management system (HEAT) and telephone

  • Investigating, recording and resolving PMS / HCP /Procedure and Pricing issues in a timely manner

  • Taking real ownership for resolution of allocated queries

  • Assisting Partners and surgery colleagues to maintain and optimise use of the PMS at a surgery level

  • Acting as a liaison between surgeries and our technical escalation teams

  • Providing excellent customer service at all times

  • Undertaking project work as required

  • Managing the setup of new surgeries with regards to PMS

    The ideal colleague will have excellent people skills and enjoy working in a busy, collaborative team. A strong interest in the technical aspects of a Practice Management System is essential, although full training on specific skills will be provided to the successful colleague through on-the-job training.

    The ideal colleague will be computer literate, ideally with experience of a similar software user support based role. A clinical background and understanding of the workings of a veterinary practice is ideal, but not essential.

Person Specification

Requirements:-

  • Customer service focused with the ability to work to tight deadlines when required
  • Computer literate with strong interest in further personal development in this area
  • Good level of skill in using Microsoft Excel
  • Ability to multi-task, prioritise, and manage time effectively

  • Excellent communication skills and a good team player
  • Experience of working with a PMS and a strong interest in the technical background to a PMS is ideal but not essential
  • Self-starting attitude and eagerness to learn
  • Ability to work on own initiative
  • Experience in a service-led business
  • Excellent organisation skills

In return we offer:-

  • 28 days holiday including bank holiday
  • An excellent working environment

  • 20% discount at Pets at Home stores, Rideaway, The Groom Room and The Vet Group

  • Employee of the month awards

  • Pension scheme

  • Birthday leave

  • Childcare vouchers

  • Cycle to work scheme

  • Health care scheme

  • Income Protection

  • Service Awards

  • Discounted pet supplies

  • Free parking

  • Bring your dog to work

  • Hairdresser and Beauty Therapist

Required skills

  • Customer Service
  • General Admin
  • Helpdesk
  • Information Technology
  • Service Skills

Application questions

Are you computer literate with an interest in developing your IT skills?
Do you enjoy helping people and possess good customer service skills?
Do you have a passion for people and pets?

Reference: 34090885

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