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 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 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 the resolution of bug fixes
  • Become 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 interaction
  • Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

About you:

  • 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!
  • Experience with Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to have

Benefits & 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 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
  • 13 Paid Annual Holidays
  • Paid Parental Leave
  • Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
  • $250 Annual Stipend for Learning and Development

Annual base salary

Pay Range
$20$22 USD
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