Technical Customer Support Representative

Technical Customer Support Representative (L1)

• Please consider this opportunity is ONLY available for people residing in 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 use your critical thinking skills to listen to and understand customer needs, offering timely solutions that drive value and customer satisfaction. Your responsibilities include product demonstrations and customer education. Our client aims to provide technology and services that enable veterinary practices to deliver high-quality care to pet owners. The company is well-funded, growth-stage, and thrives in a fast-paced, passionate, and entrepreneurial environment, with thousands of veterinarians in its customer base.

Responsibilities

• Perform core functions of technical support, configuration tasks, and scheduling.
• Maintain high reliability through punctual attendance and availability in assigned channels per shift schedule.
• Provide timely responses and resolutions to inbound customer support inquiries via phone, chat, and email, understanding customer needs and feedback.
• Demonstrate understanding of the clients' core products and common 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 client's means, and escalate when necessary.
• Stay updated on product knowledge to help build and curate knowledge articles.
• Deliver excellent customer experiences to clinics and pet owners.
• Ensure root causes and solutions are provided consistently.

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.
• Great attention to detail and strong organizational skills.
• Proven experience in a vibrant, dynamic startup environment.
• Ability to work independently or within a team.
• Trustworthy, team-oriented, and transparent.

Preferred Experience

• Experience supporting clinician environments, including 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.
• Work 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 Paid Time Off (PTO), 1 floating day, 3 sick days, and recognition of national holidays.
• Start date: ASAP.

About Velozient

We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer talented developers who enjoy challenging work, want to grow their skills, and excel in a fast-paced, dynamic team environment. We focus on providing world-class remote resources as valued client team members. If this excites you, consider joining our team!