Technical Customer Support Representative (L1)

Velozient; Teletrabalho; BRL 80.000 - 120.000; Tempo integral

Resumo da oferta

A growing technology firm is seeking a remote Technical Customer Support Representative with over 2 years of experience in Level 1 support, primarily in healthcare settings like veterinary clinics or hospitals. The ideal candidate will excel in engaging with customers, providing timely solutions while using platforms like Zendesk. This full-time position offers a dynamic work environment with generous benefits including 15 days Paid Time Off, sick days, and national holidays.

Serviços

15 days Paid Time Off (PTO)

One floating day

Three sick days

National holidays

Qualificações

• Minimum of 2 years of Level 1 support experience, preferably in a healthcare environment.
• Experience with customer support tools like Zendesk.
• Demonstrated ability to engage effectively with customers on their issues.

Responsabilidades

• Perform core functions of technical support, configuration, and scheduling.
• Maintain high reliability in attendance and availability according to schedule.
• Provide timely response to all inbound customer support requests.

Conhecimentos

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

Strong organizational skills

Proven experience in a vibrant startup environment

Ability to work independently or within a broader team

Trustworthy and team-oriented

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.