Technical Customer Support Representative

Technical Customer Support Representative (L1)

• Please note this opportunity is ONLY available for residents of Brazil, Colombia, and Bolivia.

We are seeking a full-time, remote Technical Customer Support (TCS) Representative with 2+ years of Level 1 support experience, preferably in a healthcare environment such as a doctor, veterinarian, or hospital setting. You will leverage your critical thinking skills to understand customer needs and provide timely solutions that enhance value and satisfaction. Your role includes product demonstrations and customer education. Our client aims to provide technology and services that enable veterinary practices to deliver top-quality care to pet owners. The company is well-funded, growth-stage, and composed of individuals thriving in a fast-paced, passionate, entrepreneurial environment, with thousands of veterinarians as customers today.

Responsibilities

• Perform core functions of technical support, configuration, and scheduling.
• Maintain high reliability through punctuality and availability across assigned channels per shift schedule.
• Respond promptly and effectively to inbound customer support inquiries via phone, chat, and email, understanding customer needs and feedback.
• Develop an understanding of the client’s core products and common veterinary industry use cases to engage effectively with customers.
• Identify root causes of customer issues, replicate problems when possible, resolve within client capabilities, or escalate as needed.
• Keep updated on product knowledge to contribute to knowledge articles and resources.
• Deliver excellent customer experiences to clinics and pet owners.
• Ensure consistent provision of root cause analysis and solutions.

Required Experience

• Excellent written and verbal English communication skills.
• 2+ years of Level 1 support experience with SaaS products.
• Experience with Zendesk Talk, Messaging, Support, or similar platforms.
• Strong attention to detail and organizational skills.
• Experience working in a vibrant, dynamic startup environment.
• Ability to work independently and within a team.
• Trustworthy, team-oriented, and transparent.

Preferred Experience

• Experience supporting clinical environments, including veterinarian clinics, doctor offices, or hospitals.

Additional Information

• Value your ideas—think big!
• Own your role and receive recognition for your contributions.
• Collaborate with smart, creative colleagues.
• Mistakes are part of learning—be transparent and learn from them.
• We recognize you as an individual—be your extraordinary self!
• Benefits include 15 days Paid Time Off (PTO), 1 floating day, 3 sick days, and national holidays.
• Start date: ASAP.

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American firms. Our mission is to offer talented developers eager to take on challenging projects, grow their skills, and thrive in a fast-paced, dynamic team environment. We focus on delivering world-class remote resources as valued client team members. If this excites you, consider joining us!