Job Title: Technical Customer Support Representative
We are seeking a full-time, remote representative to join our team. This role involves providing timely solutions to customer needs, using critical thinking skills to listen and understand their requirements.
Key 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.
Required Skills and Qualifications
* 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.
Benefits
We offer a range of benefits to support your career development and well-being:
* 15 days Paid Time Off (PTO), one floating day, three sick days, and national holidays.
* The opportunity to own your job and be recognized for your contributions.
* A chance to work with innovative and creative people.
* A commitment to recognizing you as an individual, with no presumptions or judgment.
About Us
We are a privately held nearshore software development company dedicated to providing world-class remote resources to work as valued client team members.