Application Support Analyst

The Role

We are a global animal health technology and services company dedicated to advancing the world of veterinary medicine. We have a long history of innovation, continuous improvement, and excellence in customer service to our vet and veterinary practice clients. We’re bringing together products, services, and technology into a single platform that connects our customers to the solutions and insights they need to work best. Our passion for the well-being of animals and those who care for them drives us to advance the world of veterinary medicine.

As an Application Support Analyst to our Veterinary Practice Clients, you are the first point of contact with a focus on providing Level 1 support to calls and queries.  You will be joining a high performing team, committed to outstanding customer service delivery.  

Your main responsibilities will be;
 

• Providing excellent customer service, ensuring client system queries and issues are resolved satisfactorily.
• Proactively responding to client queries via phone, email and chat as the first point of contact.  
• Opening, updating and closing client CRM tickets, ensuring service delivery KPI’s are met.
• Investigation of client issues using pragmatic problem solving.
• Recording accurate information notes on cases.
• Identifying and re-directing calls and escalation of cases where required

About You

To be successful you will have;
 

• University or Tafe qualifications in Information Technology will be advantageous.
• 1-2 years’ customer service/ IT support/ Application Support experience.
• A true passion for customer and client service delivery demonstrated by your practical experience within a call centre, customer service or service desk environment.
• Strong verbal and written communication skills.
• Demonstrated experience with Microsoft Server, Desktop Operating Systems, Word, Excel, Access.
• Previous experience with commercial CRM or support systems.
• Entry level IT qualification or experience using RxWorks (Advantageous) .

Why Join Us? 
At Covetrus, we’re proud of our family friendly culture and respectful workplace. We embrace diversity in our workforce and encourage applications from like-minded persons from all walks of life. Covetrus team members are eligible to access a suite of fantastic benefits, to help them look after themselves, their family and their beloved pets. These include –

• Generous discounts on our range of animal health food & enrichment products.
• Access to Perkbox/Boost apps for discounts on everyday shopping & amazing health & wellbeing resources.
• Additional leave benefits – annual birthday leave, paid parental leave, & the option to purchase additional leave.
• Flexible hybrid Work From Home options & dog-friendly offices (select roles and locations).
• Free 24/7 access to our Employee Assistance Program.
• Reward & recognition through our quarterly Values Awards and our Service Anniversary Awards.
• Professional development through our Leadership Development & Emerging Leadership courses.
• Access to annual flu vaccinations.
• Annual volunteer days.