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 veterinary, doctor, or hospital setting. You will utilize your critical thinking skills to listen to and understand customer needs, providing timely solutions that enhance value and customer satisfaction. Your role will involve all aspects of support, including product demonstrations and customer education. Our client aims to provide technology and services that enable veterinary practices to deliver the highest quality of care to pet owners. As a well-funded, growth-stage company, it comprises individuals who thrive in a fast-paced, passionate, and entrepreneurial environment, serving thousands of veterinarians today.

Responsibilities

• Perform core functions of technical support, configuration tasks, and scheduling.
• Maintain high reliability in terms of on-time attendance and availability across assigned channels per shift schedule.
• Respond promptly and resolve all inbound customer support inquiries via phone, chat, and email, understanding customer needs and feedback.
• Demonstrate understanding of the company's core products and typical use cases within the veterinary industry, engaging effectively with customers on their issues.
• Identify root causes of customer issues, understand steps to replicate and resolve them within the company's means, and escalate when necessary.
• Stay 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 for a SaaS product.
• 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 such as veterinarian clinics, doctor offices, or hospitals.

Additional Information

• Share your ideas confidently, think big!
• You will own your role and be recognized for your contributions.
• Collaborate with smart and creative colleagues.
• Making mistakes is human—learn from them and be transparent.
• We value you as an individual, with no presumptions or judgments. Be your extraordinary self!
• Benefits include 15 days 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 who enjoy challenging work, seek to grow their skills, and excel in a fast-paced, dynamic team environment. We focus on providing world-class remote resources to serve as valued members of our clients' teams. If this opportunity excites you, consider joining us!