Customer Support Associate

2 days ago

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Description

• Support veterinary customers across the U.S. with high-quality customer service relating to the use of our practice management software. • Resolve or escalate customer requests/issues promptly, managing any internal tickets until resolution. • Conduct remote diagnostics and troubleshooting. • Develop a repository of resources (articles, product walkthrough videos, common actions gifs) for our customers to readily access to increase their autonomous learning. • Review, analyze, and evaluate trends on common system issues and communicate these to the company. • Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs. • Proactively identify and mitigate risks to minimize customer disruptions. • Establish a trusted advisor relationship with every customer. • Provide support during standard support hours. • Serve in an on-call rotation for night and weekend support to ensure our customers have support with any urgent issues, as needed. • Other duties and responsibilities as assigned.

Requirements

• Prior customer service experience (any industry). • Proficient in conflict resolution, with the ability to sympathize and empathize with customers. • Experience in troubleshooting technical issues. • Outstanding capacity to navigate and resolve intricate issues. • SaaS/veterinary industry experience strongly preferred. • Ability to work some nights and weekends, as needed for customer go-live dates.

Benefits

• Comprehensive medical, dental, vision, pet insurance, and software subscription (e.g., ChatGPT) benefits. • Stipend for work from home equipment. • 15 days accrued PTO, 5 day sick leave. • Driven and people-focused company culture where we are invested in your holistic personal growth and value having fun, respecting each other, and dreaming big.