Bilingual HelpDesk Advisor

Position Overview

Do you have veterinary-based experience and are ready for a refreshing change? As a HelpDesk Advisor, your clinic expertise will play a pivotal role in continuing to guide practices through the transition from their old catalogues to our standard VetStrategy catalogue after Go-Live.

This role goes beyond simply managing ZenDesk tickets to a common catalogue. You will have the exciting opportunity to refine and enhance our standard catalogue while considering the specific needs of clinic staff. Drawing upon your practice experience, you’ll be able to make a significant impact by streamlining our operations, reducing the manual data entry workload for clinic staff, and empowering our clinics to concentrate on their core core mission of improving the lives of pets.

Responsibilities

HelpDesk Advisor Management

• Ensuring that clinic request tickets are reviewed and managed appropriately and efficiently for the clinics.
• Ensuring that all new code requests flow through all clinic databases to maintain harmonization.
• Ensuring that we are tracking ticketed requests and watching for themes of concern we may want to address on a larger scale.
• Upholding professional cadence with the team members making ticketed requests and communicating any and all changes or movement in the databases with them.
• Working collaboratively with the HCAT Advisor who converted said clinic to get context on certain requests or abnormalities.
• Working collaboratively with the Pricing Advisors to ascertain or approve pricing approach if a request require pricing-related changes.
• Maintaining a broad but in-depth knowledge of catalogue-related features in VetUp to ensure you are comfortable with any catalogue change-requests that may arise.
• Maintaining a broad but in-depth knowledge of our Harmonized Catalogue Structure (HCS) to ensure you are comfortable with any catalogue change-requests that may arise.
• Maintaining a broad understanding of the Zendesk platform including how to use macros, how to reassign tickets etc.
• Ensuring any changes to the Zendesk process or setup for HCAT is communicated to our helpdesk team and executed.
• At times we will receive tickets that were meant for another team such as inventory, training or implementation. You will be responsible for ensuring those tickets are forwarded to the correct team.

Inter-department coordination

• Coordinate closely with other program departments to ensure seamless communication in conjunction with the overall request.
• Provide regular progress reports and updates to the project team, highlighting successes and areas for improvement.

Miscellaneous

• Participate in other ad hoc and individual projects as per the group and company's needs.

Background, Experience and Qualifications

• Must be bilingual (English&French)
• Minimum of 2+ years of veterinary-related clinical experience.
• Excellent communication and interpersonal skills to effectively collaborate with clinic staff and project team members.
• Strong time management and organizational skills.
• Strong change management skills and able to thrive in the unknown
• Proficiency with one or more patient management systems (e.g., AVImark, Logivet, Infinity, Cornerstone, Merlin) and the ability to quickly learn different systems.
• Proficient in Microsoft O365 Suite, Excel, and SharePoint.
• Ability to adapt to changing priorities and thrive under pressure in a fast-paced and high-growth environment.
• Demonstrated adaptability, with the ability to learn new skills quickly and manage multiple tasks effectively.
• Ability to work both independently and as part of a team in a fast-paced environment.