Product Support Specialist Job at PetDesk
About the role
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.
Duties & Responsibilities
- 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 are preferred
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
About Us
PetDesk, an industry leader in Veterinary client communication software, has helped over 3,400 veterinary practices streamline business with simple software solutions that help pet parents stay current and pet care providers stay connected. CLICK HERE to learn more about the company and why over 4 million users trust our app!
Our recruiting process is rooted in "Who: The A Method of Hiring" and consists of an average 2-week hiring timeline.
As a culture, we value curiosity, vulnerability, joy, and fulfillment - which drive us in our mission to engage pet parents in their pet's health through a deeper relationship with their pet care providers - ultimately delivering on our vision to extend and improve the lives of pets, pet care providers, and the people working here at PetDesk. We are an equal-opportunity employer that celebrates diversity and is committed to creating an inclusive environment among our gender-balanced workforce. The more inclusive we are, the better our work will be.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
Notice at Collection to Applicants Residing in California
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