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 into the Sr. Manager of Customer Support, you can expect to address ~50 inbound inquiries per day and investigate and solve technical issues and answer product how-to questions, all while driving a world-class customer experience.
Duties & Responsibilities
- Handle full ticket lifecycle: actively listen to end-users, investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, ultimately ensuring full understanding and customer satisfaction
- Utilize a support ticketing system to accurately intake, and effectively manage a queue of inquiries/technical issues
- Be our customers’ and end users’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring resolution of bug fixes
- Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction
- Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards
About you
- 2+ years of professional experience in technical support, product support, or client services role
- Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions
- Exceptional organization, prioritization, and time management skills with a high level of comfort at the prospect of multitasking phone calls, live chats, and support tickets
- Proven problem solver with creative/innovative ideas, and an ability to communicate complex issues in a clear and educational manner
- Natural people person who is passionate about building relationships with different personalities and energized by turning neutral and unhappy customers into happy ones!
- Experience with Zendesk, Jira, Google Suite, Salesforce, and Slack are preferred
Benefits & Perks
This is a full-time, no-exempt, remote position where reliable internet and a workspace with limited background distractions are required. Employees can expect an hourly wage of $20-22/hr based on experience.
PetDesk is a Remote First organization, ensuring our culture, infrastructure, and ecosystem supports team members’ participation in critical decisions and information sharing, regardless of location. Benefits and perks include:
- Medical coverage for employees and dependents
- Health & Dependent Care Flexible Spending Accounts (FSA)
- Dental & Vision coverage available
- Basic Life and AD&D Insurance
- Short and Long Term Disability
- 15 Paid Annual Holidays
- Paid Parental Leave
- Pawternity Leave, Pet Adoption Support & Subsidized Pet Insurance
- $250 Annual PetDesk Scholarship Stipend for L&D
- Veterinary Medicine Diversity & Inclusion Certificate Program
About Us
PetDesk, an industry leader in Veterinary client communication software, has helped over 3,000 veterinary practices streamline business with simple software solutions that help pet parents stay current and pet care providers stay connected. CLICK HERE to learn more about the company.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline.
As a culture, we value curiosity, vulnerability, joy, and fulfillment – which drive us in our mission to engage pet parents in their pet’s health through a deeper relationship with their pet care providers – ultimately delivering on our vision to extend and improve the lives of pets, pet care providers, and the people working here at PetDesk. We are an equal opportunity employer that celebrates diversity and is committed to creating an inclusive environment among our gender-balanced workforce. The more inclusive we are, the better our work will be.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.