Senior Client Support Enterprise Specialist
New
R
RooVeterinary staffing
While we are a remote first company, if you are based in San Francisco this will be a hybrid role.Full-TimeSenior
Salary28 - 45 USD per hour
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Job Details
- Experience
- 3+ years
- Required Skills
- Data AnalysisTroubleshootingHubSpotZendesk
Requirements
- 3+ years experience in client/customer support, account operations, or enterprise support environments.
- Veterinary hospital experience.
- Strong written communication skills.
- Highly organized with strong attention to detail.
- Excellent problem-solving skills.
- Comfortable working across multiple systems and tools.
- Sound judgment when prioritizing requests and determining when escalation is required.
- Familiar with customer support tools/software (Zendesk experience a plus).
- Flexible and agile.
- Driven to improve processes and operational workflows.
Responsibilities
- Be the primary point-of-contact for enterprise-related customer inquiries coming through support channels.
- Monitor, triage, and manage the Enterprise support inbox and ticket workflow to ensure timely responses and resolution.
- Troubleshoot and resolve first line issues raised by enterprise hospital groups and administrators.
- Escalate complex issues to the appropriate Enterprise Account Manager or internal team while providing clear context and documentation.
- Maintain queue health by ensuring proper ticket routing, tagging, prioritization, and follow-up.
- Partner with Customer Support and internal teams to resolve issues without unnecessary escalation to Account Managers.
- Maintain internal trackers and documentation related to enterprise accounts and follow-up actions.
- Investigate complex scenarios by reviewing past tickets, notes, and internal data.
- Coordinate cross-functional support with teams such as Operations, Product, Billing, and Customer Support.
- Maintain Hubspot to ensure all client communications and support tickets are documented appropriately.
- Track and report on enterprise support trends, ticket themes, and recurring issues.
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