Technical Customer Support Role
About the Job:
We are seeking a highly skilled Technical Customer Support Representative to join our team. The successful candidate will have a proven track record of providing exceptional support to customers, with a strong focus on delivering timely solutions and driving customer satisfaction.
Key Responsibilities:
• Provide technical assistance to customers via phone, chat, and email, offering helpful solutions to resolve their queries
• Utilize critical thinking skills to understand customer needs, provide personalized support, and escalate complex issues when necessary
• Stay up-to-date with product knowledge to build and curate knowledge articles that benefit both customers and colleagues alike
• Work collaboratively with internal teams to identify and resolve customer complaints efficiently
• Continuously improve support processes and procedures to maintain high-quality customer experience
Required Skills and Qualifications:
• 2+ years of Level 1 support experience for software-as-a-service (SaaS) products
• Excellent written and verbal communication skills in English
• Proficiency in Zendesk Talk, Messaging, and Support or similar platforms
• Strong attention to detail, organizational skills, and ability to work independently or as part of a team
• Experience supporting clinician environments, including veterinarian clinics, doctor offices, or hospitals preferred but not required.
Benefits:
• Opportunity to own your job and be recognized for your contributions
• Collaborative and dynamic team environment that encourages innovation and creativity
• Flexible working hours, including periodic flex times for live channel support during peak periods
Skill Requirements: Excellent Written and Verbal Communication Skills