Internal Support Agent, Help Desk, VPC (Part Time)

Essential Functions/Job Duties

• Respond to incoming field requests via phone, email, or ticketing system
• Ensure that all interactions are handled professionally and in accordance with VIP Petcare’s operational and service standards
• Evaluate and guide field teams regarding issues, concerns, and incidents
• Aid our field staff with amending records, providing coupons, processing refunds, and documenting adverse events
• Maintain detailed records of support requests and troubleshooting steps
• Aid in communication between retail partners and field teams
• Escalate unresolved or complex issues through the appropriate channels to additional corporate departments and teams
• Facilitate and administer field equipment
• Diagnose and resolve basic technical issues with hardware, software, and peripherals
• Provide guidance to end-users on software applications, system usage, and IT policies
• Assist with onboarding tasks, such as setting up user accounts, workstations, and email configurations
• Participate in on-duty rotation (After-hours and weekend)

Minimum Qualifications

• 1+ years of customer service experience
• 1+ years as an agent at a consumer call center
• 1+ years of basic computer skills/software
• Familiarity with Apple products & Microsoft Office
• Excellent communication and interpersonal skills
• Ability to learn new technical details quickly to ensure familiarity with the VIP Petcare clinics and the veterinary industry

Education Requirements

• High School Diploma or General Education Degree (GED)

Schedule

Saturday and Sunday 11am-7pm EST each day (16 total hours)

Training schedule

• For the first four weeks, you will NOT be working weekends. Instead, there will be focused training during the weekdays.
• 16 hours minimum per week over a 4 week period for training
• Anytime Monday-Friday between the hours of 8am and 4pm EST
• After that initial 4 weeks of training, you will move to the regular Sat/Sun schedule