Implementation and Technical Support Executive

Hi there! We are Digital Practice, a leading pet tech company founded by vets in the UK. We believe that easy access to the right vet means better welfare for animals. So we design and develop digital products that make it super simple (and a total pleasure) for pet parents and vet practices to connect and communicate.

We already have a whopping 2,100+ UK vet practices subscribed (almost half the practices in the UK) and in excess of 7M unique users per year. We also work with some of the biggest names in the veterinary industry and have clients as far away as Australia.

Digital Practice connects pet owners and veterinary practices through a number of solutions including:

• WhatsApp and Facebook Messaging and Payments
• Widely respected animal health blog and vet practice listings with 7M visitors/ year
• Practice reviews
• Video telemedicine
• Appointment booking service

In addition to those services, we have an ambitious and exciting roadmap of development which will see the company's reach expand both in the UK and internationally.

If you have a warm, friendly personality, enjoy helping people and have strong problem solving skills, then we want to talk to you. and love working with cutting edge digital technology and are looking for a challenging role where you can really make a difference.

If you have a warm, friendly personality, enjoy helping people and have strong problem solving skills, then we want to talk to you. and love working with cutting edge digital technology and are looking for a challenging role where you can really make a difference.

What's in it for you

We've been around for over 15 years and have grown a company culture second to none. We're a close team but with self-drive that sees a lot of exciting things happening in every part of the company - if you've got an idea, we 100% want to hear it. We're still a small team which means big opportunities.. And of course you get to work with exciting products that make our clients go WOW! - which is unbelievably satisfying.

Job Role: Technical Support and Onboarding Executive

You'll be supporting Veterinary Practices and consumers as they use our systems to interact and support animal health. You'll be joining a vibrant, fast-moving organisation where your ability to build innovative and creative solutions will be welcomed and where you can use your talents to have a real impact.

Role Description

This is a full-time remote role for an Onboarding and Technical Support Executive. As an Onboarding and Technical Support Executive, you will be responsible for providing customer support to our clients and users. Your day-to-day tasks will include providing excellent customer service, and ensuring smooth functioning of our digital products. You will be responsible for onboarding our client's onto our products.

Responsibilities:

• Provide front-line technical support via tickets, email and telephone veterinary teams in their use of our services
• Triage issues, ideally solving some of the simpler ones yourself and using our internal tools to do so
• Escalate issues to the technical- or sales-teams promptly when appropriate
• Onboard new clinics onto our platform

Job Requirements:

• Excellent spoken and written English.
• A warm and friendly personality that comes across in written and spoken interactions.
• Enjoy working with digital platforms.
• A team player able to collaborate with colleagues across the company in order to deliver outstanding customer experience.
• Excellent communication and interpersonal skills.
• Experience communicating with technical teams is a bonus.
• Ability to communicate effectively and quickly build rapport with customers.
• Ability to quickly learn new skills and procedures and apply them consistently.
• High school diploma or equivalent/Graduate degree.
• Comfortable working with project management tools such as JIRA.
• A good understanding of web and mobile applications at a user level.
• A bachelor's degree in tech is preferred but not essential.
• 1 to 2 years experience in a technical support role is preferred.

Benefits:

• Salary ranging from INR 3.6 to 7 lakhs per annum depending on the candidate's experience and qualifications.
• The job role is hybrid in nature.
• You get to work with international clients helping you get exposure to new cultures and experiences.
• Be part of an international, supportive and diverse team.
• Excellent annual leaves structure.

Qualifications

• Strong analytical skills with the ability to solve complex problems
• Experience in customer support and technical support
• Proficient in troubleshooting technical issues
• Excellent customer service skills

Relevant skills and qualifications that would be beneficial include:

• Knowledge of veterinary practices and animal welfare
• Experience in software or technology-related customer support
• Strong communication skills, both written and verbal
• Ability to work independently and in a team