Job Description
We are seeking a dedicated professional to join our team as a Technical Support Specialist. This is a full-time, remote opportunity that requires exceptional communication skills and technical expertise.
As a Technical Support Specialist, you will be responsible for providing timely and effective support to customers through various channels, including phone, chat, and email. You will utilize your critical thinking skills to listen to and understand customer needs, offering solutions that drive value and satisfaction.
Our team is passionate about delivering high-quality products and services that enable veterinary practices to provide the best possible care to pet owners. We are committed to creating a dynamic and supportive work environment that fosters growth and development.
* 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 inquiries
* Identify the root cause of customer issues, understand the steps to replicate and solve the problem within our 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
Key Responsibilities:
Core Functions:
* Perform technical support tasks, configuration duties, and scheduling responsibilities
Availability and Reliability:
* Ensure on-time attendance and availability in assigned channels per shift schedule
Customer Support:
* Respond promptly to all inbound customer support inquiries
Problem Solving:
* Identify the root cause of customer issues and develop solutions
Product Knowledge:
* Stay updated on product knowledge to enhance support capabilities
Customer Experience:
* Deliver exceptional customer experiences to clinics and pet owners
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Required Skills and Qualifications
To succeed in this role, you must possess:
* 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 ability to work independently or within a broader team
* Trustworthiness, teamwork, and transparency
Benefits
We offer a comprehensive benefits package that includes:
* 15 days Paid Time Off (PTO), one floating day, three sick days, and national holidays
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Additional Information
We value diversity and inclusivity, recognizing each individual's unique perspective and contribution. Our goal is to create a work environment that supports personal and professional growth, while fostering collaboration and innovation.