IT Customer Support Specialist
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POST DATE 9/12/2016
END DATE 10/9/2016
JOB DESCRIPTIONJob Description:
VetSource is one of America s most innovative companies in pet health care. Focused on pets, and squarely sponsored by veterinarians, VetSource is the leading provider of pharmaceutical services and home delivery pharmacy programs in the U.S. VetSource is the industry leading outsourced pharmacy provider for veterinarians. For more information about who we are, visit our website at www.vetsource.com. General Summary: The Customer Service IT Support Technician is responsible for providing first tier technology support (primarily software and systems), to both internal and external customers. Most tier 2 support functions will be performed by our internal Development Team that resides in Tulsa, OK. However, there are some systems (Salesforce, local network and phone system, etc.) that the help desk team supports. Overarching goal: To provide excellent customer service to our internal and external customers with a focus on hospital support. Essential Duties: Include, but are not limited to the following. Management reserves the right to assign or reassign duties and responsibilities at any time. Responsible for managing help desk issues and requests that come in through a ticket system Website support - make updates/changes to Ecommerce storefront websites Escalation and resolution of customer issues reported by hospitals and customers Work directly with our internal development team on issues and requests that are reported by end users and work the ticket from open to close status. Maintain and contribute documentation related to processes and procedures. Data integration - troubleshoot issues related to data loads/imports that come from Practice Management Systems into our internal systems Support of Salesforce.com for our internal sales team Other duties as assigned. ORGANIZATIONAL RESPONSIBILITY STATEMENT In addition to the job-specific responsibilities listed above, all employees are expected to support and model VetSource s Core Value Principles: Do the right thing every time; Treat others the way you want to be treated; Embrace Change; Be innovative; Get it done; Work hard, have fun! Employees will be held accountable for knowledge and effective application of these principles. Experience and Qualifications: Have a genuine passion for providing excellent customer service, having excellent customer service skills with ability to effectively diffuse and resolve customer complaints. Demonstrate de-escalation skills Exhibit a willingness to consistently take on new challenges Proven ability to follow through with multiple projects Must be able to make sound judgement decisions and know when to ask their manager for assistance. Must be innovative, embrace change, and have the ability to improve department efficiencies. Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear, calm, and concise manner. Strong organizational and time management skills with ability to work independently. Excellent attention to detail Must be team-oriented, possess a positive attitude and work well with others. Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner Self- motivated with a strong desire to learn new products and technologies. Ability to work in a fast-paced, rapidly changing environment Attention to detail and accurate data entry in a fast-paced environment. Excellent technical knowledge of pc s and desktop hardware Working technical knowledge of current protocols, operating systems and standards Self- confidence and analytical and problem solving skills Able to operate effectively in a team environment with both technical and non-technical team members Able to operate with minimal supervision Able to maintain professional demeanor under stress Supervisory Responsibilities: None Education/Experience: Associates Degree in computer science, computer information systems or a related field; or an equivalent combination of training and relevant work experience may be substituted for training/experience performing help desk/operations functions Minimum of one (1) year experience working in a help desk environment Ability to maintain knowledge of current technology and able to learn new technology. Proficiency in the operation and use of personal computers, utilizing word processing, spreadsheet, and database management software programs (e.g., Microsoft Office Suite, Word, Excel, Access, PowerPoint, etc.), the Internet browser, websites and e-mail systems. Note: The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer. We offer a competitive benefit package including medical, dental, vision, Flexible Spending, Life, and 401(k). VetSource is an Equal Opportunity Employer that abides by federal and state laws that prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation or national origin; or their status as protected veterans or individuals with disabilities.
VetSource is one of America's most innovative companies in pet health care. Focused on pets, and squarely sponsored by veterinarians, VetSource is the leading provider of pharmaceutical services and home delivery pharmacy programs in the U.S. VetSource is the industry leading outsourced pharmacy provider for veterinarians. Our office is located in Portland, OR, close to Gresham.
For more information please visit our website at www.vetsource.com
We offer a competitive benefit package including medical, dental, vision, Flexible Spending, Life, and 401(k) with employer match. Please submit resume and letter of interest with desired wage. Thank you!
Equal Opportunity Employer that abides by federal and state laws that prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation or national origin; or their status as protected veterans or individuals with disabilities.