About the role:
The Product Support Specialist is a remote position that responds to product inquiries via Zendesk tickets, live chat sessions, and phone calls. Interpersonal skills, positivity, and technical product/service knowledge are critical to effectively addressing Pet Clinic/Hospital and mobile app user concerns.
This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level. Reporting to the Product Support Manager, you can expect to address ~25 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions while driving a world-class customer experience.
This role's working schedule is: Tuesday - Saturday, 9am - 6pm Eastern Time.
Apply if you're excited to:
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Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction
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Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues
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Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring resolution of bug fixes
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Build strong PetDesk product (Communications and Direct Booking) and pet care industry knowledge, and use that knowledge to provide a best-in-class customer experience during every interaction
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Collaborate with teammates and internal teams to investigate complex issues, build knowledge and confidence, and achieve quality standards
About you:
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1-2 years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS and Android mobile apps
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Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions
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Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously
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Proven problem solver with creative ideas and an ability to communicate complex issues in a concise manner
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Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!
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Prefer experience with Zendesk, Jira, Google Suite, Salesforce, and Slack
Benefits & Perks
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Medical coverage for employees and dependents (80-90% covered by employer)
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Employer HSA contribution with HDHP
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401(k) match up to 3.5%
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Dependent Care Flexible Spending Account (FSA)
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Dental & Vision coverage available
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Basic Life and AD&D Insurance
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Short and Long Term Disability
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Paid Time Off & 12 Paid Annual Holidays
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Paid Parental Leave
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Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
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$250 Annual Stipend for Learning and Development
PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair candidate review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
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