We are seeking a full-time remote professional with 2+ years of Level 1 support experience, preferably in a doctor's office, veterinary clinic, hospital or similar healthcare environment.
The ideal candidate will use critical thinking skills to listen and understand customer needs, offering timely solutions that drive value and customer satisfaction.
This role involves 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.
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.