Technical Support Representative Job Description
We are seeking a skilled Technical Support Representative to join our team. As a key member of our support team, you will play a vital role in delivering exceptional customer experiences and driving value through timely solutions.
Key Responsibilities:
* Perform core functions of technical support, configuration tasks, and scheduling.
* Maintain high reliability in terms of on-time attendance and availability in assigned channels per shift schedule.
* Provide timely responses and resolutions to all inbound customer support (phone, chats, and emails).
* Demonstrate understanding of products and everyday use cases within the veterinary industry, engaging with customers effectively on their issues.
* Identify root causes of customer issues, understand steps to replicate and solve the problem within means, and escalate when necessary.
* Stay updated on product knowledge to help build and curate knowledge articles.
* Deliver excellent customer experiences to clinics and pet owners.
* Ensure consistent provision of root cause and solution.
Required Skills and Qualifications:
* Excellent written and verbal English communication skills.
* 2+ years of Level 1 support experience for a software-as-a-service (SaaS) product.
* Experience with Zendesk Talk, Messaging, and Support or similar platforms.
* GREAT attention to detail and strong organizational skills.
* Proven experience in a vibrant, dynamic environment.
* Demonstrated ability to work independently or within a broader team.
* Trustworthy, team-oriented, and transparent.
Benefits:
This role offers an exciting opportunity to work in a dynamic environment and contribute to the success of our company. You will have the chance to develop your skills and expertise while making a real impact on our customers' experiences.