Technical Support Professional
We are seeking a full-time remote Technical Customer Support Representative with 2+ years of Level 1 support experience, preferably in a doctor's office, veterinary clinic, hospital, or similar healthcare environment.
You will utilize your critical thinking skills to listen to and understand customer needs, offering timely solutions that drive value and customer satisfaction. Your role will involve all aspects of support, including product demonstrations and customer education.
About the Role
* 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
* 15 days Paid Time Off (PTO), one floating day, three sick days, and your national holidays
* A dynamic and entrepreneurial work environment
About Us
We are 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.