Product Support Specialist at Petvisor

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 to the Product Support Manager, you can expect to address ~25 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions while driving a world-class customer experience. Apply if you’re excited: • Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction • Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues • Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the 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: • 1-2 years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS and Android mobile apps • Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions • Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously • Proven problem solver with creative ideas and an ability to communicate complex issues in a concise manner • Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones! • Prefer experience with Zendesk, Jira, Google Suite, Salesforce, and Slack