Product Support Specialist

About the role

The Product Support Specialist is a remote position that responds to product inquiries via Zendesk tickets, live chat sessions, and phone calls. Interpersonal skills, positivity, and technical product/service knowledge are critical to effectively addressing Pet Clinic/Hospital and mobile app user concerns. This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level. Reporting to the Product Support Manager, you can expect to address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions while driving a world-class customer experience.

Apply if you’re excited:

• Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction
• Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues
• Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring resolution of bug fixes
• Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction
• Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

About you

• 2+ years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS and Android mobile apps
• Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions
• Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously
• Proven problem solver with creative ideas and an ability to communicate complex issues in a concise manner
• Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!
• Prefer experience with Zendesk, Jira, Google Suite, Salesforce, and Slack

Benefits & Perks:

PetDesk is a remote organization focused on culture, infrastructure, and an ecosystem that supports team members’ participation in critical decisions and information sharing, regardless of location. Benefits and perks include:

• Medical coverage for employees and dependents (80-90% covered by employer)
• Employer HSA contribution with HDHP
• 401(k) match up to 3.5% 
• Dependent Care Flexible Spending Account (FSA)
• Dental & Vision coverage available 
• Basic Life and AD&D Insurance
• Short and Long Term Disability
• 13 Paid Annual Holidays
• Paid Parental Leave
• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
• $250 Annual Stipend for Learning and Development

Last updated on Aug 26, 2024