Technical Customer Support Representative
We are seeking a skilled professional to join our team as a Technical Customer Support Representative. This is a full-time remote position that requires 2+ years of Level 1 support experience, preferably in a healthcare environment.
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 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:
* Monday to Friday
* 7 AM - 4 PM CT or 9 AM - 6 PM CT
* Provide live channel (phone, chat) support during periodic flex times (1 to 2 times per month):
* Monday to Friday
* 7 - 8 AM CT or 5 - 6 PM CT
* Fridays
* 1 - 2 PM CT or 3 - 4 PM CT
Required Skills:
* Excellent written and verbal English communication skills
* 2+ years of Level 1 support for a software-as-a-service (SaaS) product
* Experience with 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
About the Role:
This is an exciting opportunity to join a nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer 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.