Software Support Analyst

Pets deserve the best care.

At Vetsource, we build the foundation for success, enabling those in the pet healthcare profession and industry to thrive.

Our data-powered platform simplifies processes and streamlines systems, helping those we serve create tighter bonds with their customers.

From prescription management and pet owner engagement to veterinary business performance data and insights, Vetsource provides comprehensive solutions that give our customers more time and flexibility, and help them foster strong relationships and positive experiences.

In a rapidly evolving world, we’re constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them.

If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you.

At Vetsource, our teams, much like our customers, are represented through diverse perspectives, life experiences, unique strengths (and love for animals).

We are an equal opportunity employer committed to fostering an inclusive and diverse workplace.

We are a team of real people looking for great people to join us, which is why applications are carefully and thoughtfully reviewed by our team.

We know that when considering a new opportunity, it's common to weigh your qualifications against the listed job criteria.

That said, even if you don’t meet 100% of the job requirements but feel you would be a good fit for the role, we still encourage you to apply!

WHO WE ARE LOOKING FOR

Software Support Analyst

The Software Support Analyst is a member of the Tier 2 IT support team.

The role monitors and responds to team ticket queues and Slack channels for externally facing customer issues and quickly prioritizes and manages the life cycle of issues and processes.

This role will have a solid understanding of how Vetsource applications and services work and how customers use them.

This is a full-time, remote position.

WHAT YOU’LL DO


* Complete daily/weekly processes pertaining to customer orders.


* Service inbound tickets, adhering to company SLAs.


* Stay up to date on all Vetsource processes pertaining to the AppSupport team.


* Own and maintain work queues while researching and resolving.


* Provide support for business systems, resolving inquiries and issues.


* Identify and escalate high priority issues.

WHAT YOU BRING


* 3+ years of experience in a software support role.


* Strong technical aptitude, a demonstrated ability to learn quickly and understand software workflow capability and constraints.


* Ability to communicate clearly and concisely, both verbally and in writing, with attention to detail.


* Experience translating and presenting complex issues.


* Experience with ServiceNow preferred.


* Knowledge or understanding of SQL, System Logging Tools, Rundeck preferred.

WORKING CONDITIONS


* Reliable internet access is required.


* Sitting/standi...