Bilingual Support - Personalization Specialist

March 19

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CoVet

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CoVet is the most powerful veterinary AI copilot designed to streamline administrative tasks for veterinarians. The platform automates record keeping, summarizes client histories, and provides customizable templates, allowing vets to focus more on animal care and less on paperwork. Developed with input from practicing veterinarians, CoVet aims to enhance efficiency and alleviate burnout in veterinary practices.

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

📋 Description

• Monitor all support channels, including the in-app ticket system, email, chatbot, and phone. • Provide immediate and friendly responses to acknowledge user inquiries, even if the solution is pending. • Ensure users feel heard and confident that their issues are being addressed promptly. • Assess and categorize incoming support requests. • Delegate issues to the appropriate internal teams when necessary. • Follow up to ensure timely resolution. • Assemble relevant information such as transcripts, final records, and template details to diagnose issues. • Utilize veterinary medical knowledge and technical expertise to identify the root cause of content errors. • Determine whether issues are due to user input, transcription errors, or software prompting, and provide appropriate solutions. • Provide effective resolutions after diagnosing problems, ensuring that user issues are fully addressed and communicated back to them promptly. • Assist users with personalization requests to optimize their experience with our software. • Decide the best tools to achieve desired outcomes, whether through the advanced template interface, personalization notes, or custom templates. • Implement changes efficiently while ensuring reliability and user satisfaction. • Create and update support materials, including Help Center articles and instructional videos. • Maintain the accuracy and relevance of documentation in line with software updates and user feedback.

🎯 Requirements

• Fluent in French and English (spoken and written). • 1-3 years in a customer support, technical support, or related role. • Excellent verbal and written communication skills, with a friendly and professional approach to user interactions. • Strong analytical and troubleshooting skills to diagnose and resolve user issues efficiently. • Familiarity with veterinary terminology, workflows, or experience in the veterinary field is a plus. • Ability to quickly learn and navigate AI-driven software, troubleshoot basic technical issues, and assist users in customization. • Ability to multitask, prioritize inquiries, and ensure timely follow-ups. • Capable of thoroughly investigating issues and maintaining accurate support documentation. • Experience working cross-functionally with technical, sales, and veterinary teams to resolve issues effectively. • A proactive approach to learning, improving support processes, and enhancing the user experience.

🏖️ Benefits

• Competitive salary • Health, dental, and vision benefits • Remote-first culture with flexible working arrangements • Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry. • Accommodations are available for candidates participating in all aspects of the selection process.