Virtual Recall Software Support Specialist

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)

Managed Resources : N/A

About Zoetis and Virtual Recall

At Zoetis, we are passionate about transforming animal health through innovative products, services, and solutions. Virtual Recall, an integral part of Zoetis’ continuum of care, empowers veterinary practices with cutting-edge technology that improves patient care, enhances operational efficiency, and fosters strong client relationships. As a key member of our team, you’ll be part of a mission-driven company committed to making a meaningful impact in the veterinary industry.

Job Purpose

You’ll support a SaaS product with third-party system integrations, across both cloud and on-prem customer environments, providing first‑line technical support for our customers, responding to incoming support queries, remotely installing software, guiding practice staff through onboarding and training, and ensuring a smooth and positive experience when using the product.
The role requires strong communication skills, solid troubleshooting ability, and the confidence to support clients in a customer‑facing technical capacity.
You’ll support customers in Spanish and English, partnering closely with the UK team and assisting across the wider customer base as needed.

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, ensuring all installations are completed accurately and efficiently.
• Troubleshoot & resolve any issues arising during the installation process, maintaining detailed records of installations & configurations.
• Train veterinary practice staff on product usage and best practices, ensuring a high-quality onboarding experience.
• 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, smooth on-boarding, and a unified understanding of practice needs.
• Work with Corporate & Buying Groups, attending meetings when required, delivering projects & supporting group‑level initiatives.

Key Skills

• Excellent attention to detail: Ability to meticulously follow installation procedures and ensure every detail is correct.
• Consistency: Ability to repeat tasks to same high quality and consistency every time, within the specified target timeframes
• Independence: Happy to work independently and remotely, managing your own time and workload effectively.
• Customer value focus: Desire to ensure the end customer receives the highest possible value from the service provided by the software.
• Excellent written and spoken English and Spanish.
• Strong customer service and communication skills, with the ability to build rapport quickly.
• Confident troubleshooting skills and the ability to adapt within a fast‑moving, growing environment.
• Highly organised and self‑sufficient, with good attention to detail.
• Good general IT skills and comfort working with remote access tools and varied technical setups.
• Ability to deliver high‑quality work on time and to the requested specification.

Behaviors:

Our colleagues make the difference

• Be positive, collaborative, and supportive
• Strengthen team spirit

Always do the right thing

• Strive to continuously improve yourself, our products, and our company
• Communicate openly and with candour

Customer obsessed

• Know our customers and ensure our customers know us through frank and frequent communications and interactions
• Walk in our client’s shoes wanting what is best for our animals

Run it like you own it

• Use empathy and caring, can-do attitude
• Make sure you have fun doing what you do!

We are one Zoetis

• Use honesty, integrity, and fairness in everything: with colleagues, customers, partners, and suppliers

Training & Qualifications

• Strong general IT skills required.
• Enjoy problem solving and have an ability to adapt to the ever-changing environment of a growing dynamic company. 
• Self-sufficient, organised and able to manage a number and variety of tasks and responsibilities 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).

Experience:

Min. 3 years in customer‑facing technical support role or equivalent IT support position, ideally with experience supporting software products remotely.

Travel Requirement:

All installation, support & training activities are carried out remotely.

Any unsolicited resumes sent to Zoetis from a third party, such as an Agency recruiter, including unsolicited resumes sent to a Zoetis mailing address, fax machine or email address, directly to Zoetis employees, or to Zoetis resume database will be considered Zoetis property. Zoetis will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.

Zoetis will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees. This includes any Agency that is an approved/engaged vendor but does not have the appropriate approvals to be engaged on a search.

Notice: Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.