Job Description:
We are seeking a dedicated and skilled Technical Support Professional to join our team. As a full-time, remote representative, you will play a crucial role in providing exceptional customer service and support to our clients.
In this role, you will be responsible for delivering timely solutions to customer inquiries, leveraging your critical thinking skills to understand their needs and provide value-driven responses. You will work closely with our team to identify and resolve issues, ensuring seamless communication and collaboration throughout the process.
This is an exciting opportunity to join a fast-paced and dynamic environment, where you will have the chance to grow your skills and contribute to our mission of providing world-class support to our clients.
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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
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Requirements
* 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
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Benefits
* 15 days Paid Time Off (PTO), one floating day, three sick days, and your national holidays