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Customer Support Associate

Posted 5 months agoViewed

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💎 Seniority level: Prior customer service experience (any industry)

📍 Location: United States

🔍 Industry: Veterinary technology

🏢 Company: Nectar👥 11-50Loyalty ProgramsRetailMobile Apps

🗣️ Languages: English

⏳ Experience: Prior customer service experience (any industry)

🪄 Skills: Communication SkillsAnalytical SkillsCollaborationAttention to detail

Requirements:
  • Prior customer service experience (any industry).
  • Proficient in conflict resolution, with the ability to sympathize and empathize with customers.
  • Experience in troubleshooting technical issues.
  • Outstanding capacity to navigate and resolve intricate issues.
  • SaaS/veterinary industry experience strongly preferred.
  • Ability to work some nights and weekends, as needed for customer go-live dates.
Responsibilities:
  • Support veterinary customers across the U.S. with high-quality customer service relating to the use of our practice management software.
  • Resolve or escalate customer requests/issues promptly, managing any internal tickets until resolution.
  • Conduct remote diagnostics and troubleshooting.
  • Develop a repository of resources (articles, product walk-through videos, common actions GIFs) for our customers to readily access to increase their autonomous learning.
  • Review, analyze, and evaluate trends on common system issues and communicate these to the company.
  • Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs.
  • Proactively identify and mitigate risks to minimize customer disruptions.
  • Establish a trusted advisor relationship with every customer.
  • Provide support during standard support hours.
  • Serve in an on-call rotation for night and weekend support to ensure our customers have support with any urgent issues, as needed.
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