Customer Support Associate

Summary

Join Nectar, a fast-growing veterinary technology company, as their first full-time Customer Support Specialist! You will be a founding member of the Customer Support team, providing technical expertise and exceptional service to veterinary clients across the U.S. Your responsibilities include resolving customer issues, developing support resources, analyzing trends, and proactively mitigating risks. This role requires prior customer service and technical troubleshooting experience, strong communication and problem-solving skills, and the ability to work some nights and weekends. Nectar offers a comprehensive benefits package including medical, dental, vision, pet insurance, a work-from-home equipment stipend, PTO, and sick leave. This is a unique opportunity to make a significant impact in a dynamic and supportive environment.

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
• Ability to work some nights and weekends, as needed for customer go-live dates
• Multi-Tasking - Able to coordinate multiple time-sensitive efforts across customer support to ensure customers’ success
• Communication - Able to communicate clearly and concisely with internal teams, managers, and customers
• Customer focus - Understand needs of our customers as well as cross-departmental associates and strive to delight at each touchpoint and level of interaction. Exceptional customer relationship-building skills
• Entrepreneurial - Can bring new ideas to the table and make decisions quickly to move past barriers and be successful in a fast-paced environment that rewards hard work and self-motivation
• Attention to detail - Appropriately checks all work for errors and does not let important details slip. Highly organized and strong ability to multitask. Ability to handle sensitive information
• Collaboration - Collaborative self-starter with motivation to drive impactful change for our customers, department, and teams
• Creative problem solving - Able to use creativity and curiosity to pick apart any problem, producing a solution which is relevant and realistic. Strong analytical capabilities for advanced problem-solving
• Adaptable - Able to manage multiple competing priorities, rapidly adapting and responding to customer requests and timeline changes

Responsibilities

• Support veterinary customers across the U.S. with high-quality customer service relating to the use of our practice management software
• Resolve or escalate customer requests/issues promptly, managing any internal tickets until resolution
• Conduct remote diagnostics and troubleshooting
• Develop a repository of resources (articles, product walk through videos, common actions gifs) for our customers to readily access to increase their autonomous learning. With the help of the Director of Customer Success, ensure this workflow is scalable as we ship features and/or enhancements every 2-3 weeks
• Review, analyze, and evaluate trends on common system issues and communicate these to the company
• Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs
• 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 to ensure our customers have support with any urgent issues, as needed
• Other duties and responsibilities as assigned

Preferred Qualifications

SaaS/veterinary industry experience strongly preferred

Benefits

• Comprehensive medical, dental, vision, pet insurance, and software subscription (e.g., ChatGPT) benefits
• Stipend for work from home equipment
• 15 days accrued PTO, 5 day sick leave