Technical Customer Support Representative

We are seeking a full-time, remote Technical Customer Support (TCS) Representative with 2+ years of Level 1 support experience, preferably in a doctor's office, veterinary clinic, hospital, or similar healthcare environment. You will use your critical thinking skills to listen to and understand customer needs, offering timely solutions that drive value and customer satisfaction. You will be involved in all aspects of support, including product demonstrations and customer education.

Our client is on a mission to provide technology and services that enable veterinary practices to provide the highest quality of care to pet owners. The company is a well-funded, growth-stage company comprising individuals who thrive in a fast-paced, passionate, and entrepreneurial environment. Our client has thousands of veterinarians in its customer base today (and counting).

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
- Provide all-channel support during designated shift hours:
- Monday to Friday
- 7 AM - 4 PM CT (preferred) or 9 AM - 6 PM CT
- Provide live channel (phone, chat) support during periodic flex times (1 to 2 times per month):
- Monday to Friday
- 7 - 8 AM CT or 5 - 6 PM CT
- Fridays
- 1 - 2 PM CT or 3 - 4 PM CT

Required Experience

- 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

Preferred Experience

- Experience supporting clinician environments, including veterinarian clinics, doctor offices, or hospitals

Additional Information

- Knowing your ideas are heard and matter, think big
- You get to own your job and be recognized for your contributions
- Work with innovative and creative people
- Making mistakes is human. Let's learn from them. Be transparent
- We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you
- 15 days Paid Time Off (PTO), one floating day, three sick days, and your national holidays
- Start: ASAP

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast-paced, dynamic team environment. We are focused on providing world-class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team