Support Specialist - US

Nordhealth; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

Nordhealth is seeking a driven Support Specialist based remotely to join our global team and help veterinary and therapy professionals maximize the value of Provet. You will be the first point of contact via email, live chat and calls, delivering semi-technical, empathetic assistance and guiding customers to effective solutions.

Ideal candidates have prior customer-facing experience with large B2B customers, a passion for problem solving, and the ability to thrive in a fast-growing SaaS

Qualifications

• Experience in a customer-related role, preferably with large B2B customers.
• Familiarity with SaaS environments and first-line support.
• Strong communication and problem-solving skills.

Responsibilities

• Provide semi-technical 1st level support via telephone, email and live chat.
• Capture and log issues accurately in Intercom and communicate updates to customers.
• Collaborate with second-line support to resolve issues in a timely manner.
• Ensure SLAs are met and triage tickets by type and priority.
• Perform initial troubleshooting with detailed customer information.
• Develop product knowledge to advise on best practices.

Skills

Customer service

Communication

Problem solving

Time management

Tools

Intercom

Job description

Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 55+ countries. It's been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030 . In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain, Latin America, Australia, and many others. For more information, visit our company's website at www.nordhealth.com

About the role

We are here to create great healthcare products. That's at our very core, but it's the people who make companies great, not the other way around . We spend more time with our co-workers than anyone else in our lives. Being part of an exceptional team is not only important for your personal mindfulness but key for your professional progression.

We're looking for a satisfaction-focused Support Specialist based in the Philippines, to join our team to help our veterinary customers resolve issues and get the most from our Practice Management System, Provet . As a Support Specialist, you’ll play a key role in assisting our customers by acting as their first point of contact via emails, live chat and calls enquiries. You'll have a passion for problem-solving by investigating technical issues and becoming an expert on our platform and the services we offer.

This role offers an exciting opportunity to progress and develop your career within the technology sector by working for a growing business with global reach. You’ll have experience working in a busy, customer service focused role, ideally with large enterprise customers with Service Level Agreements and thrive in a fast paced environment where you can progress your skills and career.

We're looking for someone based in the Philippines, who is flexible to work the Philippine night shift, to align with US business hours.

Your key responsibilities include:

• Providing semi-technical 1st level support for issues and incidents by responding to requests we receive via telephone, email and live chat in a professional, supportive and positive manner.
• Ensuring accurate and complete information is captured and logged in our ticketing system Intercom , while keeping our customers up-to-date on progress throughout.
• Collaborating with your colleagues and other teams such as our 2nd line technical support to deliver timely resolution of customer issues.
• Ensuring any SLAs for customer enquiries are met and prioritizing customer issues.
• Carrying out initial troubleshooting on any issues received, ensuring all details are captured from the customer to ensure we fully understand the issue.
• Become a product expert on the Provet platform and its services so that you can become a champion to help resolve customer queries and advise on best-practices.

What will help you to be successful in this role?

Ideally, you have already gained experience from working in a customer related role, working alongside large B2B customers, with a passion to deliver the highest level of customer service. Maybe you've also worked in a fast growing, global SaaS company or in the veterinary industry. In addition, we are looking for someone who is:

• Ambitious - we are 100% committed to creating career pathways for all our teams, and you'll have the opportunity to learn and develop with a fast growing, global technology company.
• A great communicator – you’ll be the first point of contact for customers reporting incidents or requesting changes to their systems so we need people that aren’t afraid to pick up the phone to communicate simple, straightforward advice and recommendations.
• Putting the customer first. We need people that will call when they say they will and go the extra mile to find the right solution.
• Process driven – you’ll be triaging tickets coming through according to type and priority, so we need people who can follow the plan and get it right for our customers every time.

What's in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment.

In addition, we offer:

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare
• Competitive compensation and benefits
• Learning and professional growth opportunities
• The tools you need, and enjoy using

• Frequent company events and talented colleagues from around the world

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you.