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 ~25 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions while driving a world-class customer experience.

This role's working schedule is: Tuesday - Saturday, 9am - 6pm Eastern Time. 

Apply if you're excited to:

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

About you:

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

Benefits & Perks

• 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

PetDesk combines the industry's most user-friendly client engagement tools with the highest-rated pet parent app to simplify your veterinary clinic’s operations while strengthening client relationships.

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 candidate review from multiple perspectives.

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