VetUp Early Life Support Specialist (Temporary Contract)

You were made to save animals, we take care of the rest. Founded in 2006, VetStrategy is Canada’s largest operator of veterinary hospitals and clinics. The company operates over 340 hospitals and clinics across Canada and employs over 5,500, dedicated veterinary professionals. VetStrategy has undergone a tremendous amount of growth and continues to grow at a rapid pace. Our business model is simple; we work with our veterinary partners to acquire ownership in veterinary hospitals, and then help in the management of these practices. This allows the medical team to focus on practicing first-rate medicine, and allows the clinic’s staff, clients, and patients to benefit from experienced business operators and managers.

The Role

Join our dynamic team as a VetUp Early Life Support Specialist and play a key role in the successful adoption and utilization of our new Practice Management Software (PMS) VetUp.  This pivotal role requires excellent customer service skills, flexibility, and a proactive approach to support our veterinary clinics effectively. You'll develop comprehensive documentation and ensure a seamless transition post go-live.

Responsibilities

Post Go-Live Support:

• Provide immediate and thorough support to veterinary practices following PMS VetUp implementation.
• Address and resolve issues or queries during the early stages of PMS usage, triaging and escalating as necessary.
• Keep the practice updated until all issues are resolved.

Documentation and Reporting:

• Create, update, and maintain detailed documentation on VetUp usage and troubleshooting.
• Document recurring problems and communicate solutions clearly to the Business As Usual (BAU) team.
• Prepare detailed handover reports for the BAU team at the end of the Early Life Support (ELS) period.

Customer Service:

• Deliver exceptional customer service to veterinary clinics, addressing concerns promptly and effectively.
• Provide additional training and guidance to clinic staff on using VetUp, tailored to individual practice needs.

Communication:

• Maintain open lines of communication with all stakeholders, including clinic staff, IT teams, and the BAU team.
• Keep all relevant parties informed of significant issues or updates regarding VetUp.
• Ensure support tickets are updated until resolution.

Schedule Flexibility:

• Demonstrate flexibility in working hours to provide support during critical periods, including clinic opening hours.
• Provide weekend support as needed.

Qualifications

• Proven experience in a support role and customer-facing services, preferably within the veterinary or healthcare industry.
• Familiarity with Practice Management Software (PMS) or similar systems is highly desirable.
• Experience in documenting processes and creating user guides or manuals.
• Exceptional customer service skills with a proactive and empathetic approach to problem-solving.
• Excellent verbal and written communication skills for conveying technical information to non-technical users.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Quick adaptability to new software and technologies.
• Proficiency in Microsoft Office 365 Suite and other relevant software tools.

Do not miss out on this unique opportunity to join a fun and dynamic team! VetStrategy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Accommodations are available on request for candidates taking part in all aspects of the selection process. If you require accommodation, please reach out to careers@vetstrategy.com.