Customer Support Associate

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.

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.