We are seeking a professional to fill the role of Technical Customer Support Representative. This is a full-time, remote position that requires at least 2 years of experience in Level 1 support for software-as-a-service (SaaS) products.
As a Technical Customer Support Representative, you will be responsible for providing timely solutions to customer needs, using critical thinking skills to listen and understand their issues. You will also be involved in product demonstrations and customer education.
Responsibilities
* 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 (phone, chats, and emails) 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 necessary
* 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
* Provide all-channel support during designated shift hours:
o Monday to Friday
o 7 AM - 4 PM CT (preferred) or 9 AM - 6 PM CT
Additionally, provide live channel (phone, chat) support during periodic flex times (1 to 2 times per month):
o Monday to Friday
o 7 - 8 AM CT or 5 - 6 PM CT
o Fridays
o 1 - 2 PM CT or 3 - 4 PM CT
Required Skills and Qualifications
* Excellent written and verbal English communication skills
* At least 2 years of Level 1 support experience for SaaS products
* Experience with Zendesk Talk, Messaging, and Support or similar platforms
* Great attention to detail and strong organizational skills
* Proven experience in a 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
* A fast-paced, dynamic team environment that encourages innovation and creativity
* An opportunity to own your job and be recognized for your contributions
* A transparent and supportive company culture
Others
* We are a privately held, nearshore software development company providing outsourced development resources to North American companies.
* We offer a competitive compensation package that includes salary, benefits, and opportunities for growth and development.