Customer Support Associate

Summary

The job is for a Customer Support Specialist at Nectar, a fast-growing startup in the veterinary SaaS industry. The role involves providing high-quality customer service, troubleshooting technical issues, developing support resources, and maintaining a deep understanding of the product.

Requirements

• Prior customer service experience (any industry)
• Proficient in conflict resolution, with the ability to sympathize and empathize with customers
• Experience in troubleshooting technical issues
• Outstanding capacity to navigate and resolve intricate issues

Responsibilities

• Provide exceptional customer service to Nectar's clients
• Resolve or escalate customer requests/issues promptly
• Conduct remote diagnostics and troubleshooting
• Develop a repository of resources for customers
• Review, analyze, and evaluate trends on common system issues
• Maintain a deep understanding of the product
• Proactively identify and mitigate risks to minimize customer disruptions
• Establish a trusted advisor relationship with every customer
• Provide support during standard support hours
• Serve in an on-call rotation for night and weekend support

Preferred Qualifications

SaaS/veterinary industry experience

Benefits

• Comprehensive medical, dental, vision, pet insurance, and software subscription benefits
• Stipend for work from home equipment
• 15 days accrued PTO, 5 day sick leave
• Driven and people-focused company culture