Technical Customer Support Representative (L1)

Velozient; Teletrabalho; BRL 167.000 - 223.000; Tempo integral

Resumo da oferta

A remote software solutions provider is seeking a full-time Technical Customer Support (TCS) Representative to join their team. Candidates should have over 2 years of Level 1 support experience, particularly in healthcare settings. Responsibilities include assisting clients via phone, chat, and email, ensuring high-quality customer experiences and timely issue resolution. This role offers a dynamic environment and benefits like paid time off and recognition for contributions, ideal for motivated individuals looking to excel in a remote setting.

Serviços

15 days Paid Time Off (PTO)

Floating day

Three sick days

National holidays

Qualificações

• 2+ years of Level 1 support for a software-as-a-service (SaaS) product.
• Experience supporting clinician environments, including veterinarian clinics.
• Proven experience in a vibrant, dynamic startup environment.

Responsabilidades

• Perform core functions of technical support, configuration tasks, and scheduling.
• Maintain high reliability in terms of on-time attendance and availability.
• Provide timely resolution to all inbound customer support.
• Demonstrate understanding of the client's core products.
• Identify root causes of customer issues.
• Stay updated on product knowledge.

Conhecimentos

Excellent written and verbal English communication skills

Attention to detail

Organizational skills

Ability to work independently

Team-oriented

Ferramentas

Zendesk Talk

Zendesk Messaging

Zendesk Support

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. You will be involved in all aspects of support, including product demonstrations and customer education.

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. Our client has thousands of veterinarians in its customer base today (and counting).

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 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 escalate when not
• Stay updated on product knowledge to help build and curate knowledge articles
• Deliver excellent customer experience to clinics and pet owners
• Ensure root cause and solution are provided consistently
• Provide all‑channel support during designated shift hours:
  • Monday to Friday: 7 AM – 4 PM CT (preferred) or 9 AM – 6 PM CT
• Provide live channel (phone, chat) support during periodic flex times (1 to 2 times per month):
  • Monday to Friday: 7 – 8 AM CT or 5 – 6 PM CT
  • Fridays: 1 – 2 PM CT or 3 – 4 PM CT

Required Experience

• Excellent written and verbal English communication skills
• 2+ years of Level 1 support for a software‑as‑a‑service (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

• Experience supporting clinician environments, including veterinarian clinics, doctor offices, or hospitals

Additional Information

• Knowing your ideas are heard and matter, think big!
• You get to own your job and be recognized for your contributions
• Work with innovative and creative people
• Making mistakes is human. Let's learn from them. Be transparent!
• We recognize you as an individual, with no presumptions or judgment. Be the extraordinary you!
• 15 days Paid Time Off (PTO), one floating day, three sick days, and your national holidays
• Start: 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 development talent who enjoy taking on challenging work, want to grow their skills and experiences building software, and excel in a fast‑paced, dynamic team environment. We are focused on providing world‑class remote resources to work as valued client team members. If this type of opportunity excites you, then consider joining our team!