Product Support Specialist (US Shift) at Petvisor – Colombo
Petvisor
Colombo
Posted on
NewJob Function:Marketing
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About This Position
Product Support Specialist (US Shift)
About you:
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 ~25 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions while driving a world-class customer experience.
Apply if youre excited:- 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
- 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
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Job Location
Colombo
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