Technical Customer Support Representative (Level 3)

Job Description

We are seeking a full-time, remote Technical Customer Support Representative with 4+ years of SaaS support and 2+ years of Level 3 support experience preferably in a doctor, veterinarian, hospital, or similar healthcare environment. You will use your critical thinking skills to listen to and understand customer needs offering timely high level solutions that drive value and customer satisfaction. You will be involved in all aspects of technical support including highly technical problem-solving, API debugging, product demonstrations, and customer education.

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

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 clients core products and common use cases within the veterinary industry engaging with customers effectively on their issues
  • Articulate complex technical issues clearly to clinics and pet parents
  • Stay updated on product knowledge to help build and curate knowledge articles
  • Deliver excellent customer experience to clinics and pet owners and internal employees
  • Ensure root cause and solution are provided consistently
  • Provide daily, all-channel support during designated shift hours of Monday to Friday from 7 AM to 4 PM CT (preferred) or 9 AM to 6 PM CT

Experience

Required

  • Excellent written and verbal English communication skills
  • 4+ years of support for a software-as-a-service (SaaS) product and at least 2 years as a Level 3 technical support engineer
  • Entry-level understanding of SQL and how to access data
  • 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

Desired

  • Proficiency in ClickUp, Jira, or similar Project Management Tools
  • Experience with Postman (API calls)
  • Coding Bootcamp or university-level coding class experience
  • Experience with GraphQL is a plus
  • Basic programming skills, and developer experience are a big plus

Additional Info

  • Knowing your ideas are heard and matter – think big!
  • You get to own your job and be recognized for your contributions
  • Work with smart and creative people
  • Making mistakes is human. Let’s learn from them. Be transparent!
  • We recognize you as an individual – no presumptions or judgment. Be the extraordinary you!
  • 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and designated national holidays
  • Start: ASAP

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