Technical Support & Training Manager

Boston, MA /
Product & Technology /
Full-Time
About BetterVet
BetterVet is a vet-tech company with the vision of creating the most advanced and complete in-home vetcare model in the world. BetterVet is transforming the veterinary industry by creating a delivery solution that provides exceptional care for pets in the home through telemedicine, convenient hours, and in-home visits.

About the Role
BetterVet is seeking an experienced Technical Support & Training Manager with 5 years’ experience to support internal and external technical operations. This role is heavily involved in every component of the business from device management & configuration to data management, systems management, product & development, and marketing support. Lots of growth opportunity, as the Technical Support & Training Manager will get their hands into everything. This role requires someone with an outgoing personality, capable of communicating daily with business stakeholders, vets & nurses, and customers.  If you're looking for a challenging role in a fast-paced environment this role is for you! We are a startup growing very quickly.

Responsibilities

    • Onboarding new employees in systems
    • Train new employees on all systems
    • Update/insert data records
    • Troubleshoot user errors
    • Answer support emails and tickets
    • Manage user support chat on website/app
    • Work with developers on bugs
    • Log bugs in Jira for developers
    • Main technical contact for internal employees and external users
    • Manage all technical tickets in Hubspot service center
    • Manage knowledge base and reporting

Qualifications

    • Good communication skills, verbal and written
    • Excellent presentation skills and comfortable training users & employees
    • Organized and detail oriented
    • Experience creating and managing documentation
    • Works well under pressure
    • Good at solving problems
    • Experience managing incoming requests and tickets
    • 4-5 years experience in technical support and training
    • Bachelor's Degree

Device & Asset Management

    • Setup new mobile phones and devices for field vets
    • Manage phone systems and messaging
    • Experience with Verizon and Twilio Studio
    • Understanding of setting up computers and apps
    • Experience with windows 10 and systems
    • Experience with setting up tablets

Data & Database Management

    • Understanding of JSON Structures
    • Manage data changes and data issues
    • Ensure data syncs are operating
    • Data duplication analysis
    • Cleanup contact database and run reports monthly
    • Experience with MongoDB and Compass a huge plus

Product & Development

    • Experience working with developers
    • No coding experience required, but nice to have
    • Communicate with developers bugs from users

Systems Management

    • Basic knowledge of AWS
    • Basic understanding of monitoring and performance
    • Basic experience with reporting and business intelligence

Software Experience

    • GSuite, Hubspot CRM, Smartsheet, MongoDB, Slack, Zoom, Webflow, Jira, Quickbooks

Nice to have, huge plus

    • Programming experience – React/React Native, NodeJs
    • Basic SQL Understanding
    • Linux Command Line
    • Python scripting
    • Any experience with AWS

Benefits & Perks

    • Healthcare and dental benefits, 401k and more
    • 3 weeks paid time off
    • Career advancement opportunities
    • Be part of an innovative, exciting and progressive company
    • Flexible work arrangements