Job Description
Our company is seeking a remote Technical Customer Support Representative to join our team. As a Technical Customer Support Representative, you will be responsible for providing exceptional support to our customers through various channels, including phone, chat, and email. You will use your critical thinking skills to listen to and understand customer needs, offering timely solutions that drive value and customer satisfaction.
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 a timely response and resolution to all inbound customer support to understand customer needs and feedback
* Demonstrate understanding of the client's core products and everyday use cases within the veterinary industry, engaging with customers effectively on their issues
* Identify the root cause of customer issues, understand the steps to replicate and solve the problem within the client's means, and escalate when not
* Stay updated on product knowledge to help build and curate knowledge articles
* Deliver excellent customer experience to clinics and pet owners
* Ensure root cause and solution are provided consistently
Required Skills and Qualifications:
Excellent 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
* Great attention to detail and strong organizational skills
* Proven experience in a vibrant, dynamic startup environment
* Demonstrated ability to work independently or within a broader team
* Trustworthy, team-oriented, and transparent
Benefits:
15 days Paid Time Off (PTO), one floating day, three sick days, and national holidays
Others:
We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you.