Product Support Specialist

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 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.

• 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 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

• 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!
• Prefer experience with Zendesk, Jira, Google Suite, Salesforce, and Slack

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

Petvisor is the parent company of a family of brands that includes PetDesk, Vetstoria, WhiskerCloud, Kontak, and Groomer.io. Petvisor equips veterinary practices and pet services businesses with a suite of mobile-enabled tools, facilitating better communication, service, and client retention. The company’s innovative approach supports over 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents globally. 

We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work. We encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

Notice at Collection to Applicants Residing in California

Depending on your location, the California Consumer Privacy Act (CCPA) may regulate how we manage job applicants' data. Our full notice outlining how your data will be processed as part of the application procedure for application locations is available at this link. By submitting your application, you agree to our use and processing of your data as required.