Senior Customer Support Representative

Summary

Join Avetta as a Vetify Fulfillment Rep (Sr Customer Support) and help Connect Cloud end-users maximize application use and value. You will support both the Connect application and the underlying compliance and qualification business process, assisting customers via phone, chat, web tickets, and self-service. This fast-paced role offers a rewarding experience and career progression with opportunities for promotions and salary/bonus increases based on performance and customer satisfaction. A hybrid schedule (3 days in office, 2 days remote) may be required if within commuting distance of an office; otherwise, remote work may be considered. Initial training will be fully in-office for 4-8 weeks.

Requirements

• Superior communication skills – both written and oral
• Meticulous attention to detail
• Strong multi-task skills
• An aptitude for learning online software systems
• Excellent troubleshooting and problem-solving skills
• Working knowledge of desktop productivity applications (Word, Excel, etc.)
• Passion/desire to help Customers
• Self-motivated
• Desire to learn both new technology and new business processes
• Friendly presence and helpful attitude; good interpersonal skills and ability to work well with

Responsibilities

• Help end-users navigate the Avetta Cloud application
• Assist end-uses in making payment of their Membership Fees
• Verify technical documents submitted by end-users
• Record details of inquiries, comments and complaints
• Communicate and coordinate with internal departments to resolve Customer requests
• Record end-user reported defects and product gaps
• Handle and resolve customer complaints when necessary
• Conduct all customer interactions in a manner that presents Avetta in a positive light
• Specialists are required to be respectful, fair, gracious and knowledgeable and to uphold the core values established by Avetta