The Support Specialist - Veterinary properly responds to incoming customer requests, via phone, email, and/or chat session, to ensure the customer's questions are answered in a timely manner. This includes receiving, prioritizing, documenting and actively resolving customer requests and escalating incidents when considered appropriate and necessary to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop level. This job has remote opportunities available!  

Major Duties:

Respond to incoming customer requests via phone, email and/or chat sessions.

Troubleshoot and resolve customer issues in a timely manner including the use of software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

Maintain technical expertise and proficiency with all related and relevant software and computer systems.

Follow-through and tracking to ensure escalated and active issues are researched and resolved in such a manner to meet or exceed customer expectations.

Communicate professionally and effectively with customers for follow-up when required.

Maintain relevant skills and credits via internal support continuing training courses.

Follow established department processes and procedure.

Escalating issues and communicating appropriately with peers and management to ensure customer issues are addressed in a timely manner.

Perform other duties as assigned.

Minimum Qualifications:

High School Diploma or equivalent

Strong customer service orientation

Requires excellent verbal communication skills

Requires a consistent, positive attitude and respect for high quality standards

Excellent computer skills

Requires the ability to make quick, sound judgments when answering questions

Excellent multi-tasking skills

Committed to being a team player

Requires the ability to recall numerous guidelines and procedures

Excellent organizational skills

Ability to absorb new ideas and concepts quickly

Strong analytical and problem-solving abilities

Preferred Qualifications:

Contact Center or Tech Support experience

Associate's Degree

Ability to present ideas in business-friendly and user-friendly language

Highly self-motivated and directed

Ability to work effectively within a team and as an individual contributor in a fast-paced changing environment -

multi-tasks, prioritizes and meets deadlines in timely manner

Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization

Strong organizational, attention to detail and task follow-up skills; adept at handling multiple assignments in a timely manner and meeting assigned deadlines

Actively volunteers for various projects, tasks and event committees

Starting pay $17.76/hr.