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).ResponsibilitiesPerform core functions of technical support, configuration tasks, and schedulingMaintain high reliability in terms of on-time attendance and availability in assigned channels per shift scheduleProvide a timely response and resolution to all inbound customer support (phone, chats, and emails) to understand customer needs and feedbackDemonstrate understanding of the client's core products and everyday use cases within the veterinary industry, engaging with customers effectively on their issuesIdentify the root cause of customer issues, understand the steps to replicate and solve the problem within the client's means, and escalate when notStay updated on product knowledge to help build and curate knowledge articlesDeliver excellent customer experience to clinics and pet ownersEnsure root cause and solution are provided consistentlyProvide all-channel support during designated shift hours:Monday to Friday7 AM - 4 PM CT (preferred) or 9 AM - 6 PM CTProvide live channel (phone, chat) support during periodic flex times (1 to 2 times per month):Monday to Friday7 - 8 AM CT or 5 - 6 PM CTFridays1 - 2 PM CT or 3 - 4 PM CTRequired ExperienceExcellent written and verbal English communication skills2+ years of Level 1 support for a software-as-a-service (SaaS) productExperience with Zendesk Talk, Messaging, and Support or similar platformsGreat attention to detail and strong organizational skillsProven experience in a vibrant, dynamic startup environmentDemonstrated ability to work independently or within a broader teamTrustworthy, team-oriented, and transparentPreferred ExperienceExperience supporting clinician environments, including veterinarian clinics, doctor offices, or hospitalsAdditional InformationKnowing your ideas are heard and matter, think bigYou get to own your job and be recognized for your contributionsWork with innovative and creative peopleMaking mistakes is human. Let's learn from them. Be transparentWe recognize you as an individual, with no presumptions or judgment. Be the extraordinary you15 days Paid Time Off (PTO), one floating day, three sick days, and your national holidaysStart: ASAPAbout VelozientWe 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