International Software Support Specialist (Spanish and English speaking)

**Role Description** Job Title - International Software Support Specialist (Spanish and English speaking) 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 customers in Spanish and English, partnering closely with the UK team and assisting across the wider customer base as needed. 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. 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 written and spoken English and Spanish. - 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. - 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. Behaviours **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 kno…