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 clinic, hospital, or similar setting. You will utilize your critical thinking skills to understand customer needs and provide timely solutions that enhance value and customer satisfaction. Your responsibilities will include product demonstrations and customer education. Our client aims to provide technology and services that enable veterinary practices to deliver the highest quality care to pet owners. The company is well-funded, growth-stage, and thrives in a fast-paced, entrepreneurial environment, serving thousands of veterinarians today.

Responsibilities

• Perform core functions of technical support, configuration tasks, and scheduling.
• Maintain high reliability in attendance and availability according to shift schedules.
• Respond promptly and effectively to inbound customer support inquiries via phone, chat, and email, understanding customer needs and feedback.
• Demonstrate understanding of the client's core products and common use cases within the veterinary industry, engaging effectively with customers.
• Identify root causes of customer issues, replicate problems when possible, and escalate unresolved issues appropriately.
• Stay updated on product knowledge to contribute to knowledge articles and resources.
• Deliver an excellent customer experience 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 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 as part of 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.
• Work alongside smart, creative colleagues.
• Embrace mistakes as learning opportunities. Be transparent!
• We value your individuality—no presumptions or judgments. Be your extraordinary self!
• Benefits include 15 days PTO, 1 floating day, 3 sick days, and 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 grow their skills, take on challenging projects, and excel in a fast-paced, dynamic environment. We focus on providing world-class remote resources as valued team members. If this excites you, consider joining us!