We are currently seeking a highly skilled Technical Customer Support Specialist to join our team. As a key member of our support team, you will use your critical thinking skills to listen to and understand customer needs, offering timely solutions that drive value and customer satisfaction.
You will be involved in all aspects of customer service, including product demonstrations and customer education.
* 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.
Key Responsibilities:
* Demonstrate understanding of client's core products and everyday use cases within the veterinary industry, engaging with customers effectively on their issues.
* Identify root cause of customer issues, understand steps to replicate and solve problem within 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.