Technical Customer Support Representative (L1)

Velozient; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A fast-growing software development company is seeking a full-time, remote Technical Customer Support Representative to provide Level 1 support. You will assist customers primarily in the veterinary field, ensuring high satisfaction through effective problem-solving. The ideal candidate will have 2+ years of support experience, excellent English communication skills, and familiarity with customer service platforms. The role includes maintaining product knowledge while delivering exceptional service and support schedules between Monday and Friday.

Serviços

15 days Paid Time Off (PTO)

Floating day

Three sick days

National holidays

Qualificações

• 2+ years of Level 1 support for a SaaS product.
• Experience supporting clinician environments is preferred.
• Demonstrated ability to work in a dynamic startup environment.

Responsabilidades

• Perform core functions of technical support and configuration tasks.
• Provide timely responses to inbound customer support.
• Identify root causes of customer issues and escalate when necessary.

Conhecimentos

Excellent written and verbal English communication skills

Attention to detail

Organizational skills

Ability to work independently

Ferramentas

Zendesk Talk

Customer Messaging platforms

Descrição da oferta de emprego

We are seeking a full-time, remote Technical Customer Support (TCS) Representative with 2+ years of Level 1 support experience, preferably in a doctor's office, veterinary clinic, hospital, or similar healthcare environment.

You will use your critical thinking skills to listen to and understand customer needs, offering timely solutions that drive value and customer satisfaction.

Our client is on a mission to provide technology and services that enable veterinary practices to provide the highest quality of care to pet owners. The company is a well‑funded, growth‑stage company comprising individuals who thrive in a fast‑paced, passionate, and entrepreneurial environment.

Responsibilities

• Perform core functions of technical support, configuration tasks, and scheduling.
• Maintain high reliability in terms of on‑time attendance and availability assigned channels per shift schedule.
• Provide a timely response and resolution to all inbound customer support (phone, chats, and emails) to understand customer needs and feedback.
• Demonstrate understanding of the client's core products and everyday use cases within the veterinary industry, engaging with customers effectively on their issues.
• Identify the root cause of customer issues, understand the steps to replicate and solve the problem within the client's means, and escalated when necessary.
• Stay updated on product knowledge to help build and curate knowledge articles.
• Deliver excellent customer experience to clinics and pet owners, ensuring root cause and solution are provided consistently.
• Provide all‑channel support during designated shift hours: Monday‑Friday 7 AM‑4 PM CT (preferred) or 9 AM‑6 PM CT; and support live channel (phone, chat) during periodic flex times (1–2 times per month) and specific Friday slots.

Qualifications

• Excellent written and verbal English communication skills.
• 2+ years of Level 1 support for a SaaS product.
• Experience with Zendesk Talk, Messaging, and Support or similar platforms.
• Great attention to detail and strong organizational skills.
• Proven experience in a vibrant, dynamic startup environment.
• Demonstrated ability to work independently or within a broader team.
• Trustworthy, team‑oriented, and transparent.
• Preferred: Experience supporting clinician environments, including veterinarian clinics, doctor offices, or hospitals.

Benefits: 15 days Paid Time Off (PTO), one floating day, three sick days, and your national holidays.

About Velozient: We are a privately held, nearshore software development company providing outsourced development resources to North American companies. Our mission is to offer development talent who enjoy taking on challenging work, want to grow their skills, and excel in a fast‑paced, dynamic team environment.