Technical Support Associate
* Perform core tasks of technical support, configuration duties, and scheduling responsibilities.
* Deliver consistent attendance and availability in assigned channels per shift schedule.
* Respond promptly to all inbound customer support (phone, chats, and emails).
* Understand client products and everyday use cases within the veterinary industry, engaging with customers effectively on their issues.
* Identify root causes of customer problems, replicate and solve them within client means, and escalate when necessary.
* Stay updated on product knowledge to create valuable knowledge articles.
* Ensure excellent customer experience for clinics and pet owners.
* Provide consistent root cause analysis and solutions.
* Required skills:
* Strong written and verbal English communication skills.
* 2+ years of Level 1 support for a software-as-a-service (SaaS) product.
* Experience with Zendesk Talk, Messaging, and Support or similar platforms.
* Attention to detail and strong organizational skills.
* Proven ability to work independently or within a broader team.
* Trustworthy, team-oriented, and transparent.
Preferred Experience
* Support experience in clinician environments, including veterinarian clinics, doctor offices, or hospitals.
Benefits of this role include:
* Opportunity to grow professionally in a dynamic startup environment.
* Chance to work closely with cross-functional teams to drive business results.