Support Specialist

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver semi-technical first-level assistance for issues and incidents through telephone, email, and live chat.

• Accurately capture and log complete information in Intercom.

• Keep customers informed about the progress of their issues.

• Collaborate with team members and second-line technical support to resolve customer concerns.

• Ensure compliance with customer service-level agreements while prioritizing issues.

• Conduct initial troubleshooting and gather comprehensive issue details.

• Become proficient in the Provet veterinary practice management platform and its offerings.

• Guide customers on best practices and assist in resolving their queries.

⛳️ Requirements

• Must be based in the Philippines.

• Willing to work the Philippine night shift to align with US business hours.

• Proven experience in a dynamic, customer service-oriented role.

• Background in collaborating with large B2B or enterprise clients, preferably with Service Level Agreements.

• Experience in a rapidly expanding global SaaS company or the veterinary sector is a plus.

• Strong passion for delivering exceptional customer service.

• Capability to provide semi-technical first-level support.

• Familiarity with ticketing systems, especially Intercom.

• Proficient in troubleshooting technical issues and documenting complete customer information.

• Ability to triage and prioritize tickets based on type and urgency.

• Excellent communication and problem-solving abilities.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for learning and professional development.

• Access to necessary tools that you will enjoy using.

• Regular company events.

• Chance to work in a meaningful industry within a rapidly growing global company.

• Clear career pathways and opportunities for growth and advancement.