L1 Support
- Department: Support
- Reports To: Support Manager
- Location: Remote (United States or Canada)
- Employment: Full-Time, Permanent
- Salary Range: $40,000 - $55,000 (based on experience)
About Us
Business Infusions is a leading Veterinary Practice Management Software Company that delivers best-in-class equine health software technology solutions to equine veterinarians, trainers, and racing authorities globally. Our flagship software, HVMS, is the leading equine practice management software in North America, United Kingdom, Middle East, and Australia for mid-to-large size practices. Cassadol has been a leading offering for smaller veterinary practices since 2020 while Equine MediRecord is used by trainers and racing authorities worldwide.
The Opportunity
Passionate about horses? Tech savvy? Frustrated with the limited career growth available to an equine veterinary technician or equine veterinary support staff? Come grow with us at Business Infusions. We have an immediate opening for a full-time Software Support Specialist working with both our flagship software, HVMS, and Cassadol Equine, our software for solo and smaller practices. This is a 100% remote position, Monday through Friday, 8:00 a.m. to 5:00 p.m. MST.
You'll be the first point of contact for the clinics that rely on our software every day — helping customers through live chat, phone, and ticketing channels, troubleshooting technical issues, performing remote software installations, and providing product training to users with varying levels of technical experience. You'll be trained and mentored by a support team with deep product expertise.
If you've worked as an equine veterinary technician — especially if you've used HVMS to build records, manage inventory, or train new staff — you will recognize most of the problems our customers bring us, and you will know why they matter to the practice.
Where it leads: This role is a starting point, not a ceiling. Through mentorship within the team, you can grow in more than one direction. Whether you want to focus on customer support and training, software implementation, or the technical side of things, there's a path here.
What You’ll Work With
Our support team works with several products and technologies to provide exceptional service to our customers. You'll regularly work with:
- HVMS Veterinary Practice Management Software
- Cassadol Equine
- Freshdesk ticketing platform
- TeamViewer and other remote support applications
- Microsoft Windows environments
- HVMS Marketplace partner integrations
- Internal and customer-facing knowledge base documentation
What You’ll Do
- Provide first-level technical support to customers through live chat, phone, and ticketing channels using Freshdesk, TeamViewer, and other remote support tools.
- Troubleshoot software issues and provide technical support to existing HVMS and Cassadol users, including managing veterinarians, technicians, and front office staff.
- Deliver software training to customers with varying levels of technical experience.
- Perform remote installations and configuration of HVMS software.
- Configure available partner integrations through the HVMS Marketplace.
- Participate in software version testing and validation activities.
- Create, maintain, and update customer-facing and internal knowledge base documentation.
- Work collaboratively with the support team to deliver exceptional customer service and timely issue resolution.
What You Bring
Required:
- At least one (1) year of experience using HVMS or Cassadol software. Experience with Inventory Management is considered an asset.
- At least one (1) year of experience working in an equine veterinary hospital.
- Strong troubleshooting and problem-solving skills with the ability to work independently in a remote environment.
- Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users — as comfortable on the phone as in a clear, concise chat or ticket reply.
- A customer-first mindset with patience, empathy, and a passion for helping others.
- Highly organized with strong attention to detail and the ability to prioritize a busy queue in a fast-paced environment.
- Ability to work independently while contributing effectively as part of a remote team.
- Authorization to work in the United States without employer sponsorship.
- A dedicated home office with reliable high-speed internet capable of supporting remote work and weekly video meetings.
- Availability to work Monday through Friday, 8:00 a.m. to 5:00 p.m. MST, with occasional overtime as required.
- Willingness to participate in the after-hours emergency support rotation (approximately one week every two months).
- Ability to successfully complete a background check.
Nice to Have:
- Experience with HVMS Inventory Management.
- Experience providing remote software support or customer service.
- Previous experience creating training materials or knowledge base documentation.
- Experience supporting veterinary practice management software.
Why This Role
- Paid training.
- Three (3) weeks of paid vacation for new employees, increasing to four (4) weeks after three years of employment.
- Flex Day Program providing one additional paid day off each month (12 per year).
- Eleven (11) paid holidays plus your birthday off.
- Extended health benefits.
- 401(k) matching program.
- Company-provided equipment, including laptop, monitors, and headset.
- Annual bonus program after one year of employment.
- $50 monthly phone allowance once participating in the emergency support rotation.
- Work alongside an experienced support team in a collaborative, fully remote environment.
- Support veterinary professionals around the world using industry-leading equine practice management software.
Pay: $40,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Application Question(s):
- Are you available to work Monday through Friday, 8:00 a.m. to 5:00 p.m. MST, with occasional overtime as required?
Experience:
- HVMS: 1 year (Preferred)
- Cassadol: 1 year (Preferred)
- Equine Vet Tech: 1 year (Preferred)
Work Location: Remote
