About the roleThe 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 Sr. 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 to:Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfactionUtilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issuesBe our customers' biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixesBecome 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 interactionSupport colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standardsAbout you:2+ years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS, and Android mobile appsStrong communication and interpersonal skills with genuine care and empathy displayed through all interactionsExceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneouslyProven problem solver with creative ideas, and an ability to communicate complex issues in a concise mannerPassionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!Experience with Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to haveBenefits & 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 HDHP401(k) match up to 3.5% Dependent Care Flexible Spending Account (FSA)Dental & Vision coverage available Basic Life and AD&D InsuranceShort and Long Term Disability13 Paid Annual HolidaysPaid Parental LeavePawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance$250 Annual Stipend for Learning and Development
