Product Support Specialist

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

Build strong PetDesk product (Communications and Direct Booking) and pet care industry knowledge, and use that knowledge to provide a best-in-class customer experience during every interaction

Collaborate with teammates and internal teams to investigate complex issues, build knowledge and confidence, and achieve quality standards

1-2 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

Paid Time Off & 12 Paid Annual Holidays

Paid Parental Leave

Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance

$250 Annual Stipend for Learning and Development