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 Sr. 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.

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 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

About you:

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!
Experience with Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to have

Benefits & Perks:

PetDesk is a remote organization focused on culture, infrastructure, and an ecosystem that supports team members’ participation in critical decisions and information sharing, regardless of location. Benefits and perks include:

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

Annual base salary

Pay Range

$20—$22 USD

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.

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