As a Tech Support Expert, you will play a vital role in ensuring the highest level of customer satisfaction and delivering exceptional support services to our clients in the veterinary industry.
We are seeking a skilled and experienced professional to join our team as a Technical Customer Support Representative. This is an exciting opportunity for someone who thrives in a fast-paced, dynamic environment and is passionate about providing world-class remote resources to work as valued client team members.
The ideal candidate will have excellent written and verbal English communication skills, with 2+ years of Level 1 support experience for a software-as-a-service (SaaS) product. They should be proficient in using Zendesk Talk, Messaging, and Support or similar platforms, and possess great attention to detail and strong organizational skills.
Key responsibilities include performing core functions of technical support, configuration tasks, and scheduling; maintaining high reliability in terms of on-time attendance and availability in assigned channels per shift schedule; providing timely responses and resolutions to all inbound customer support (phone, chats, and emails); demonstrating understanding of the client's core products and everyday use cases within the veterinary industry; identifying the root cause of customer issues, understanding the steps to replicate and solve the problem within the client's means, and escalating when necessary; staying updated on product knowledge to help build and curate knowledge articles; delivering excellent customer experience to clinics and pet owners; and ensuring root cause and solution are provided consistently.
In this role, you will be part of a vibrant, dynamic startup environment where you get to own your job and be recognized for your contributions. You will work with innovative and creative people who value transparency and open communication. We offer a comprehensive benefits package, including 15 days Paid Time Off (PTO), one floating day, three sick days, and national holidays.
Job Requirements:
* Excellent written and verbal English communication skills
* 2+ years of Level 1 support experience for a SaaS product
* Proficiency in using 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
Preferred Experience:
* Experience supporting clinician environments, including veterinarian clinics, doctor offices, or hospitals
About Us:
We are a privately held company that offers development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment.