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.
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
