About the Company
Our client is an international software company specialising in solutions for the veterinary industry. Its products help veterinary practices manage their operations and provide services to their clients.
We are looking for a Software Support Specialist to join the team and help customers get the most out of the company’s software solutions.
This is a customer-facing role focused on providing support, resolving user queries and building positive relationships with veterinary professionals.
You don’t need a background in IT support or software development. We are open to candidates from different professional backgrounds, including junior candidates who are confident using computers in a professional environment and eager to learn.
Location: Remote (Europe) Employment type: Full-time
What You’ll Do
Provide customer support by phone and through screen-sharing sessions.
Help users understand and navigate the software, troubleshoot issues and resolve day-to-day queries.
Record and track support requests, ensuring that unresolved issues are followed up and brought to a resolution.
Communicate with customers in a friendly, clear and professional manner, including when they are experiencing difficulties or working under pressure.
Identify and communicate customer feedback and feature requests to the relevant team members.
Maintain accurate customer and installation records.
Contribute to user guides, quick-reference materials, training notes and other documentation.
Gradually develop product knowledge and take on additional responsibilities, including customer training and supporting software Go-Live installations.
What We’re Looking For
Essential:
Previous experience in customer support or a customer-facing service role.
Several years of professional computer use, with confidence working with business applications.
Ability to learn new software and applications quickly.
Strong communication and listening skills.
A friendly, patient and customer-oriented approach, especially when dealing with users who may be stressed or frustrated.
Good organisational skills, attention to detail and a practical approach to problem-solving.
Ability to work independently while contributing effectively to a team.
Particularly interesting:
Previous experience working in a veterinary practice, especially as a Practice Manager.
Experience supporting customers who use specialist software or business applications.
Experience creating user documentation or helping colleagues and customers learn new systems.
A technical IT support background is not required. Product-specific knowledge can be developed as part of the role.
Working Arrangements
Fully remote position, open to candidates based in Europe.
Monday to Friday, with 8 working hours and a 1-hour break.
Working hours are scheduled within the 08:00–18:00 UK time window.
Company equipment provided.
Occasional business travel to the UK, approximately 2–3 times per year. Trips may involve stays of 2–4 days.
All business travel and accommodation expenses are covered by the company.
Career Development
This role offers opportunities to grow as your knowledge of the software and the business develops. Depending on your interests and strengths, future opportunities may include:
Taking on greater responsibility within the support team.
Supporting and delivering customer training.
Participating in software implementation projects and Go-Live installations.
Contributing to software development or other areas of the business.
What We Offer
20 days of annual leave plus public holidays.
Employer pension contribution of 3%.
Private healthcare.
Company-provided equipment.
Remote working within Europe.
Opportunities for professional growth and development.
