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 role will involve 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. The company is well-funded, growth-stage, and comprises individuals who thrive in a fast-paced, passionate, and entrepreneurial environment. Currently, they serve thousands of veterinarians within their customer base.

Responsibilities

• Perform core functions of technical support, configuration tasks, and scheduling.
• Maintain high reliability in terms of on-time attendance and availability in assigned channels per shift schedule.
• Provide timely responses and resolutions to all 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 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 an excellent customer experience to clinics and pet owners.
• Ensure root cause analysis 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 working 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 such as veterinarian clinics, doctor offices, or hospitals.

Additional Information

• Encourage big ideas and innovation.
• Own your role and be recognized for your contributions.
• Work with smart, creative people.
• Mistakes are part of learning—be transparent and learn from them.
• We value individuality and encourage you to be your best self.
• Benefits include 15 days PTO, 1 floating day, 3 sick days, and national holidays.
• Start: 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, want to grow their skills, and excel in a fast-paced, dynamic team environment. We focus on providing world-class remote resources to be valued members of our clients’ teams. If this excites you, consider joining us!