Support Specialist - Veterinary Practice

Nordhealth; United States; Remote; USD 55,000 - 75,000; Full time

Job summary

Nordhealth, a remote-first software company, is seeking a Support Specialist for its Vet Practice team. You will be the primary contact for Provet users, delivering efficient, high-quality support to practices of all sizes and helping them run smoothly.

Collaborating with Sales, Marketing, Implementation and Product, you will manage appointment workflows, patient records, referrals and clinical notes, and contribute to the team’s OKRs in a fast-growing, international environment.

Qualifications

• Experience in fast-growing global SaaS companies.
• Experience in healthcare or veterinary software is a plus.
• Experience supporting customers in a B2B software environment.
• Fluent English (spoken and written).

Responsibilities

• Serve as the main support contact for Provet users.
• Manage appointments, online bookings, rescheduling, and cancellations.
• Handle client and patient records, consultations, and AI tools usage.
• Own escalations and complex cases through to resolution.
• Collaborate cross-functionally with Sales, Marketing, Implementation and Product teams.

Job description

Описание:

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

The Support Specialist is a strong individual contributor in Nordhealth's Vet Practice Support team, dedicated to our customers using the Provet veterinary practice management software. The Support Specialist is the go-to support contact for clients of all sizes. Our customers run busy practices, and their questions can cover the whole working day. We’re looking for someone who will help them keep things running smoothly. To the extent that the need arises, and time allows, the Support Specialist participates in the execution of the company's other tasks within sales, marketing, implementation and product development!

Задачи:

• Act as the main support contact, providing efficient, high-quality support that meets agreed targets and service levels and achieves a high level of customer satisfaction.
• Appointments and the diary: troubleshooting the setup for appointment, online booking, rescheduling and cancelling appointments.
• Records and consultations: client and patient records, consultations and clinical notes, our clinical AI tools, and client communication.
• Referrals and Patient flow in the clinic.
• Build strong relationships with key stakeholders of our customers, and own escalations and complex cases through to resolution.
• Work independently and as part of the team to build best practices that develop the support work.
• Collaborate cross-functionally with Sales, Marketing, Implementation and Product Development teams to deliver the best and most efficient service for customers.
• Annual OKRs will be set at the individual level to contribute to the OKRs of the Business Unit, Team and Company.

Success factors and key challenges:

The Support Specialist has a proven track record of maintaining a high level of customer satisfaction, measured by Customer Satisfaction surveys. Work efficiently towards meeting the set quantitative targets for support. Close co-operation with the team and with other stakeholders is required. Independence in connecting with relevant parties and good collaboration skills are required in this role. The main challenge of this role is to reach individual targets based on the set support Objectives and Key Results.

What will help you to be successful in this role?

• Ideally, you have already gained some experience from working in a fast growing, global SaaS company.
• Ideally, not mandatory, experience in the veterinary field, current or former Provet clinic workers.
• Previous receptionist experience could help, being knowledgeable with appointment scheduling and shifts.
• Experience supporting customers in a B2B software (SaaS) environment.
• Experience in healthcare or veterinary software is a plus.
• Ability to manage multiple customers and priorities at the same time.
• Fluent spoken and written English (required), and one additional language, preferably Spanish or Portuguese or a Nordic one.
• Prior experience of working in an international company.

Условия:

• 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.