This role serves as the primary point of contact for customers who need assistance using a pet-care software platform and its web and mobile applications. The ideal candidate will provide exceptional customer service, troubleshoot software and user issues, assist customers with platform navigation and data-related questions, and coordinate with internal teams to ensure the timely resolution of customer requests and onboarding needs. This position is ideal for someone who enjoys helping customers, solving problems, and working with technology in a fast-paced environment.
Key Responsibilities:
- Respond to customer inquiries via phone, email, chat and ticketing system.
- Assist customers with questions regarding system functionality, workflows, and data entry.
- Troubleshoot software-related issues and help identify the source of problems.
- Reproduce reported issues and gather relevant information for escalation when necessary.
- Escalate complex technical issues to development or senior support personnel.
- Follow up with customers to ensure issues are resolved in a timely manner.
- Document customer interactions, issues, resolutions, and follow-up activities.
- Maintain a high level of customer satisfaction through professional and responsive support.
- Assist with software testing and validation of fixes when requested.
- Identify recurring issues and provide feedback to improve software usability, documentation, and support processes.
- Create and maintain knowledge base articles, training materials, and user guides
Qualifications Required
- Strong customer service and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to troubleshoot software applications, web and mobile
- Strong analytical and organizational skills.
- High attention to detail and accuracy.
- Ability to manage multiple tasks and priorities effectively.
- Proficiency with Microsoft Office and common business software tools.
- Ability to work independently and collaboratively in a hybrid work environment.
Preferred
- Previous experience in customer support, technical support, SaaS and software development environment.
- Basic understanding of SQL, software testing, or data troubleshooting.
- Process focus
- Self starter
Education & Experience Required
- Recent college graduate or intern looking for an opportunity to learn and grow
- Strong customer service, communication, and problem-solving skills.
- Ability to learn new software applications and business processes quickly.
- Comfortable working with multiple systems and managing competing priorities.
- Strong attention to detail and organizational skills.
What Success Looks Like
- Provides timely and professional customer support.
- Effectively diagnoses and documents customer-reported issues.
- Maintains strong customer relationships through clear communication and follow-through.
- Works collaboratively with internal teams to resolve issues efficiently.
- Contributes to continuous improvement of support processes and customer experience.
Job Types: Full-time, Permanent
Application Question(s):
- Do you have previous customer support experience? Please briefly describe it.
- Do you have experience troubleshooting software or technical issues for customers?
- How would you handle an upset or frustrated customer?
Experience:
- SQL: 1 year (Preferred)
- Customer support: 2 years (Preferred)
Work Location: Remote
