Vedi Announces New Role: Customer Support and QA Analyst Role

Working at Vedi

Vedi is an ambitious, first-of-its-kind animal health project. A universal health record platform that’s advancing animal health and welfare by supporting care providers in capturing, managing, and collaborating on accurate, verifiable pet health data.

The project, which began seven years ago, has evolved into a sophisticated universal health record.

Hundreds of GP vets, emergency referral hospitals, pathology laboratories, microchip registries, crematoriums, practice management systems, and pet parents connect through Vedi to securely interact with trusted, instantly accessible, and comprehensive health data.

Enabling them to perform their best work quicker and more accurately, with animal health and welfare at the forefront.

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About the job

Vedi regularly ships features and integrations that vet professionals love, so there’s always something new to play with, test and put in the hands of our users.

This role is ideal for someone who is both customer-oriented and a problem solver, as well as a hands-on executor. You'll collaborate closely with sales, product development, marketing, and customer success teams, ensuring our platform consistently exceeds customer expectations.

If you're driven, resourceful, and ready for an opportunity at a fast-growing startup – we want to hear from you.

Our core behaviours

1. Earn customer trust

2. Always do the right thing

3. Apply candour with care

4. Dream big and deliver

Key responsibilities

User Support

Act as the first point of contact for technical issues and general enquiries via phone, email, or chat.
Log, triage, and escalate issues through the service desk platform in a timely and professional manner.
Provide first-level troubleshooting support and guide users through basic solutions.
Liaise with internal teams to follow up on support tickets and communicate resolutions back to customers.
Participate in the creation and maintenance of internal FAQs and help guides.

Software Testing & QA

Collaborate with QA, product, and development teams to understand new features and functionality.
Create, maintain, and execute test cases for new and existing features.
Clearly and concisely document bugs and usability issues for hand-off to developers.
Help maintain and contribute to continuous improvements of the test suite documentation, keeping it up to date with new features and system changes.
Participate in exploratory, regression, and acceptance testing to ensure product quality.

Cross-functional Contributions

Contribute to improving customer experience and product usability.
Help identify recurring support issues and champion improvements to workflows or documentation.
Support the Customer Support team to onboard new clients to the platform.

About you

Must be able to work independently and proactively.
2 years of comparable experience.
Prior knowledge of support tools such as Metabase and Hubspot is not mandatory, but would be considered a significant advantage.
Proficiency in SQL would be a valuable asset, but it is not a prerequisite.
Familiarity with veterinary practice software, like ezyVet and RxWorks, is not mandatory but would be considered a significant advantage.
Possessing knowledge of veterinary workflows and clinic operations would be a significant advantage.
Exhibiting a strong work ethic and a willingness to learn.
The ability to analyse data, recognise patterns, establish a course of action to tackle them, and inform the leadership of the findings.
You are comfortable with uncertainty and familiar with the risk-reward dynamic of start-up culture.
You are a collaborative individual with leadership potential.

What we offer

Competitive salary and equity options.
Vedi is an ambitious fast-paced startup, and this role holds exciting growth opportunities.
Work alongside a passionate and supportive team in a collaborative environment.
Professional development opportunities.
Flexible hybrid work arrangements split between home and our office in WeWork, Perth.
Commute for free policy – Vedi covers your public transport into the office.