We are seeking a dedicated professional to fill the role of Technical Customer Support Representative.
Job Description
This is a full-time remote position that requires a minimum of 2 years of Level 1 support experience, preferably in a healthcare environment. As a Technical Customer Support Representative, you will be responsible for listening to and understanding customer needs, offering timely solutions that drive value and customer satisfaction. You will be involved in all aspects of support, including product demonstrations and customer education.
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 (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 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
* 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
* 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
You must have excellent written and verbal English communication skills, a minimum of 2 years of Level 1 support experience for a software-as-a-service (SaaS) product, and experience with Zendesk Talk, Messaging, and Support or similar platforms. Additionally, you should have 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, and be trustworthy, team-oriented, and transparent.
Benefits
We offer a competitive benefits package, including paid time off, one floating day, three sick days, and your national holidays. Our company culture values recognizing individual contributions and promotes growth opportunities for our employees.
About Us
We are a privately held nearshore software development company providing outsourced development resources to North American companies. We strive to provide world-class remote resources to work as valued client team members.