Nectar · 5 months ago
Customer Support Associate
United States
Full-time
Remote
New Grad, Entry LevelNectar is a Series A-stage startup focused on modernizing veterinary technology to provide quality healthcare for pets. They are seeking a Customer Support Associate to deliver exceptional service to veterinary customers, resolve issues, and develop resources to enhance customer autonomy.
Digital MarketingGraphic DesignPhotography
Responsibilities
Support veterinary customers across the U.S. with high-quality customer service relating to the use of our practice management software
Resolve or escalate customer requests/issues promptly, managing any internal tickets until resolution
Conduct remote diagnostics and troubleshooting
Develop a repository of resources (articles, product walk through videos, common actions gifs) for our customers to readily access to increase their autonomous learning. With the help of the Director of Customer Success, ensure this workflow is scalable as we ship features and/or enhancements every 2-3 weeks
Review, analyze, and evaluate trends on common system issues and communicate these to the company
Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs
Proactively identify and mitigate risks to minimize customer disruptions
Establish a trusted advisor relationship with every customer
Provide support during standard support hours
Serve in an on-call rotation for night and weekend support to ensure our customers have support with any urgent issues, as needed
Other duties and responsibilities as assigned
Qualification
Required
Multi-Tasking - Able to coordinate multiple time-sensitive efforts across customer support to ensure customers' success
Communication - Able to communicate clearly and concisely with internal teams, managers, and customers
Customer focus - Understand needs of our customers as well as cross-departmental associates and strive to delight at each touchpoint and level of interaction. Exceptional customer relationship-building skills
Entrepreneurial - Can bring new ideas to the table and make decisions quickly to move past barriers and be successful in a fast-paced environment that rewards hard work and self-motivation
Attention to detail - Appropriately checks all work for errors and does not let important details slip. Highly organized and strong ability to multitask. Ability to handle sensitive information
Collaboration - Collaborative self-starter with motivation to drive impactful change for our customers, department, and teams
Creative problem solving - Able to use creativity and curiosity to pick apart any problem, producing a solution which is relevant and realistic. Strong analytical capabilities for advanced problem-solving
Adaptable - Able to manage multiple competing priorities, rapidly adapting and responding to customer requests and timeline changes
Prior customer service experience (any industry)
Proficient in conflict resolution, with the ability to sympathize and empathize with customers
Experience in troubleshooting technical issues
Outstanding capacity to navigate and resolve intricate issues
Ability to work some nights and weekends, as needed for customer go-live dates
Preferred
SaaS/veterinary industry experience strongly preferred
Benefits
Comprehensive medical, dental, vision, pet insurance, and software subscription (e.g., ChatGPT) benefits
Stipend for work from home equipment
15 days accrued PTO, 5 day sick leave
Company
Nectar
Nectar is a digital marketing agency for scaling established brands.
Founded in 2018
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Daniel Katona
Co-Founder
Jason Landro
Co-Founder
Company data provided by crunchbase