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 ~25 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions while driving a world-class customer experience.

This role's working schedule is: Tuesday - Saturday, 9am - 6pm Eastern Time.

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 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

• Build strong PetDesk product (Communications and Direct Booking) and pet care industry knowledge, and use that knowledge to provide a best-in-class customer experience during every interaction

• Collaborate with teammates and internal teams to investigate complex issues, build knowledge and confidence, and achieve quality standards

About you:

• 1-2 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

• 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

• Paid Time Off & 12 Paid Annual Holidays

• Paid Parental Leave

• Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

• $250 Annual Stipend for Learning and Development

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair candidate review from multiple perspectives.

Please, no external recruiters - candidate profiles submitted from external recruiting agencies will not be considered.