Technical Customer Support Representative (L1)Please note this opportunity is ONLY available for residents of Brazil, Colombia, and Bolivia.We are seeking a full-time, remote Technical Customer Support (TCS) Representative with 2+ years of Level 1 support experience, preferably in a healthcare environment such as a veterinary clinic, hospital, or similar setting. Your critical thinking skills will be essential to listen to and understand customer needs, offering timely solutions that enhance value and satisfaction. The role involves product demonstrations and customer education. Our client aims to provide technology and services that enable veterinary practices to deliver the highest quality care to pet owners. The company is well-funded, growth-stage, and composed of individuals thriving in a fast-paced, passionate, entrepreneurial environment. Currently, they serve thousands of veterinarians as customers.ResponsibilitiesPerform technical support, configuration, and scheduling tasks.Maintain high reliability through punctuality and availability during assigned shifts.Respond promptly and effectively to inbound support requests via phone, chat, and email, understanding customer needs and feedback.Understand core products and common veterinary industry use cases to engage effectively with customers.Identify root causes of issues, replicate problems when necessary, and escalate unresolved issues.Stay updated on product knowledge and contribute to knowledge articles.Deliver excellent customer experiences to clinics and pet owners.Ensure consistent provision of solutions and root cause analysis.Required ExperienceExcellent written and verbal English communication skills.2+ years of Level 1 support experience for SaaS products.Experience with Zendesk Talk, Messaging, Support, or similar platforms.Strong attention to detail and organizational skills.Experience working in a vibrant, dynamic startup environment.Ability to work independently and within a team.Trustworthy, team-oriented, and transparent.Preferred ExperienceExperience supporting clinical environments such as veterinarian clinics, doctor offices, or hospitals.Additional InformationEncourage innovative ideas and thinking big.Own your role and be recognized for your contributions.Collaborate with smart, creative colleagues.Embrace learning from mistakes and maintain transparency.We value individuality—be your extraordinary self!Benefits include 15 days PTO, 1 floating day, 3 sick days, and national holidays.Start date: ASAP.About VelozientWe are a privately held, nearshore software development company providing outsourced development resources to North American firms. Our mission is to offer talented developers eager to grow their skills in a fast-paced, dynamic team environment. We focus on delivering world-class remote resources as valued client team members. If this excites you, consider joining us!
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