Job Description: Support Associate

Location Type: Remote Employment Type: Full-Time

Position Overview

Join our growing team at Vetcove and help us transform how veterinarians buy the supplies they need to keep America's pets healthy. Vetcove's eCommerce and mobile platforms enable veterinary practices to compare and buy from all of their vendors in one place. Our community of more than 17,000 veterinary hospitals employs tens of thousands of veterinarians, and delivers care to many millions of animals every year across all 50 states. We’re a growing team on a mission to modernize the $50B+ animal health industry. Simply put, Vetcove helps veterinary organizations spend more time giving care, and less time shopping and comparing across vendors to supply their practices. Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team.

The Support Associate role is responsible for solving complex support inquiries that involve software bugs or data issues. This person will be liaising with the 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, internal discussion boards, and platform demos. This role plays a pivotal part in driving solutions to enhance the experience for every user leveraging the platform for their supply ordering needs.

The ideal candidate is a proactive self-starter who thrives in a fast-paced, team environment. This person will be excited by the challenge of supporting and growing a large community of thousands of passionate veterinary professionals through answering intercoms via our platform, troubleshooting, and working cross-functionally to help evolve our platform.

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

Responsibilities

• Support existing Vetcove users by responding to user inquiries via our ticketing software.
• Try to recreate the issue if it's a bug and document the steps to reproduce the issue and submit a ticket for engineering.
• Investigate the source of any data issues and either resolve the issue or submit a data engineering ticket.
• Respond to the clinics once the issue has been resolved, or submit additional information for investigation.
• 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.
• Work with vendor and industry partners to streamline communication and alerts between systems.
• Help to continuously develop and expand processes in order to streamline support workflows.

Requirements

• 1 year of relevant, technical-facing work experience.
• 4 Year College Degree.
• Excellent written and verbal communication skills.
• Experience in ticket support.
• 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.
• Tech/start-up work experience is a plus but not required.

Benefits (Full Time Roles)

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

Company Information

Vetcove is a Y Combinator and venture-backed growth stage company with notable investors in Silicon Valley and NYC. We're looking for exceptionally talented and passionate people to join our growing team.

Compensation

The typical base pay range for this role across the U.S. is: $50,000/year.