Vet Clinic Support Associate

About the role

The Support Associate is responsible for engaging with our vibrant community of veterinary professionals to support them in their critical purchasing decisions and processes through the use of the Vetcove platform. Members of the support team work collaboratively to help provide our users an excellent experience on our platform through live chats, phone calls, emails, internal discussion boards, and platform demos. This role plays a pivotal part in ensuring a positive and delightful day-to-day experience for every user leveraging the platform for their supply ordering needs.

Responsibilities

• Support existing Vetcove users by responding to user inquiries via live chat, email, and phone in a timely manner
• Troubleshoot issues quickly and explain scenarios/solutions in an easily digestible and effective manner
• Handle various daily and weekly admin responsibilities, such as proactive account management, item issue reports, item reviews, credit approvals, and more
• Work cross-functionally to provide our engineering, partner, and corporate teams with information on feature requests and recommendations for enhancements to our tools
• Help to continuously develop and expand processes in order to streamline support workflows

Requirements

• Experience in a relevant customer-facing role, as well as excellent written and verbal communication skills
• Knowledge of intercom and/or experience with other chat platforms is strongly preferred

Qualifications

• 1 year of relevant, customer facing work experience
• 2 Year Associates Degree or 4 Year College Degree

Skills

• Patience and compassion when handling difficult situations
• Ability to adapt quickly and manage many concurrent responsibilities
• A strong desire to learn and help our customers succeed
• A positive attitude and one-for-all team mentality and excellent collaboration skills

Benefits

• 100% remote within the US
• Medical, Dental, and Vision Insurance
• Automatic 401k contribution
• Employee referral program
• At home office set up
• Bi-annual company retreats
• Open vacation policy
• Monthly team events