Customer Support Associate (00001XX0)
Under moderate supervision of the Customer Support Manager, the Customer Support Associate interacts with new and/or existing customers to ensure satisfaction by providing courteous, professional, and high-quality service at all times. This role is responsible for possessing an advanced to expert knowledge of assigned software solutions and for developing strong rapport with new and/or existing customers to support their needs and become a trusted source to support a best-in-class experience. The Customer Support Associate will be trained and knowledgeable in all applicable software functionality and company processes where they are expected to field and resolve a wide variety of customer service, issues ranging from simple requests to complex problems. This role also provides high-quality customer interactions (via telephone, email, web chat communications, etc.), solution identification, case documentation, professional follow-up, and dissemination of best practices among team members and customers.
PRIMARY DUTIES AND RESPONSIBILITIES:
1.Answers questions about products and services the first time customers ask.
2.Acts as trusted partner and knowledge resource to resolve customer issues to completion and respond to customer inquiries, as necessary.
3.Listens and interprets customer information to accurately and promptly resolve issues.
4.Assists with all customer problems and continually strives for prompt resolution.
5.Builds and maintains professional relationships in order to enhance our reputation for professionalism and trustworthiness, and to foster customer retention.
6.Works with internal customers such as sales, success, and development to ensure start-to-finish customer resolution.
7.Onboards, integrates, and trains new customers on the use of all applicable products and services.
8.Tracks client progress throughout the onboarding process and ensures established time frames are met or exceeded.
9.Processes all customer requests (from multiple sources such as email, chat, telephone, etc.) to ensure customers receive the answers or resolutions they need.
10.Makes suggestions and recommendations to Supervisor/Manager to continually improve customer service operations.
11.Actively researches and resolves all levels of customer needs.
12.Provides support to Sales and other department or internal partners, as necessary.
13.Assists with identifying process and product improvement opportunities.
14.Maintains and updates accurate account records in CRM tool.
15.Provides direct customer support as dictated by the business needs.
16.Complies with all appropriate policies, procedures, safety rules, and regulations.
17.Performs related duties as assigned.
Broad training in fields such as business administration, accountancy, sales, marketing, computer sciences, or similar vocations generally obtained through completion of a two-year associate's degree program. Veterinary technician program or veterinary practice manager program is preferred. Bilingual (Spanish or French) communication (speaking/writing) skills are a plus. CRM, ERP, SAP and/or Salesforce.com or Zoho experience preferred.
MINIMUM SKILLS, KNOWLEDGE AND ABILITY REQUIREMENTS:
1. Strong customer service skills.
2. Strong interpersonal skills.
3. Strong decision making skills.
4. Strong analytical skills.
5. Ability to communicate effectively both orally and in writing.
6. Ability to resolve customer issues quickly and creatively in order to improve customer satisfaction.
8. Strong organizational skills; attention to detail.
9. Proficient knowledge of common business productivity software tools.
Equal Opportunity Employer/Minority/Female/Disability/Veteran