[Hiring] International Software Support Specialist @Zoetis

Role Description

Job Title: International Software Support Specialist

Global job level

Team: Virtual Recall Technical Support

Business Unit: Centre of Excellence

Location: Remote, reporting into Virtual Recall (Zoetis) based in Leatherhead (UK) or Madrid (ES). Candidates must have the right to work in the hiring country.

Reporting to: Support Manager, dotted line to iRecall Activation Manager (Spain)

Job Purpose

• You’ll support a SaaS product with third-party system integrations, across both cloud and on-prem customer environments.
• Provide first-line technical support for our customers, responding to incoming support queries.
• Remotely install software and guide practice staff through onboarding and training.
• Ensure a smooth and positive experience when using the product.
• Support customers in Spanish and English, partnering closely with the UK team.

Core Responsibilities

• Act as the first point of contact for all inbound support calls and emails from Virtual Recall customers in English and Spanish.
• Install Virtual Recall software remotely across a variety of networks, environments, and hardware setups.
• Troubleshoot & resolve any issues arising during the installation process.
• Train veterinary practice staff on product usage and best practices.
• Send customer communications on behalf of practices to inform and educate pet owners.
• Proactively monitor Alerts and action items for assigned practices.
• Create and maintain clear, accurate support documentation on the Support Wiki/SharePoint site.
• Support the UK team by translating documents, communications, and training material when needed.
• Become fully trained and self-sufficient in the complete product suite.
• Collaborate with other team members to improve processes & procedures.
• Collaborate with sales teams to ensure aligned customer support and smooth onboarding.
• Work with Corporate & Buying Groups, attending meetings when required.

Qualifications

• Strong general IT skills required.
• Enjoy problem solving and have an ability to adapt to the ever-changing environment.
• Self-sufficient, organised and able to manage multiple tasks simultaneously.
• Experience with SQL, HTML, or CSS is advantageous.
• Experience within the veterinary or animal health industry is beneficial but not essential.
• Excellent written and spoken English and Spanish required.
• Additional language fluency is desirable (Italian).

Requirements

• Min. 3 years in customer-facing technical support role or equivalent IT support position.
• Experience supporting software products remotely.

Benefits

• Full time
• Regular
• Colleague