Product Support Engineer - Remote

Overview

The Product Support Engineer is a remote position that responds to product inquiries via Freshdesk tickets, live chat sessions, and phone calls for our customers in EMEA/APAC.

In Short

• Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction
• Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues
• Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes
• Become a subject matter expert on Vetstoria products and the pet care industry
• Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

Requirements

• 1+ years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS and Android mobile apps
• Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions
• Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously
• Proven problem solver with creative ideas and an ability to communicate complex issues in a concise manner
• Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!
• Experience with Freshdesk, Zendesk, Jira, Google Suite, Salesforce, and Slack is nice to have

Benefits

• Medical Support for Hospitalization and Outpatient Services
• Discretionary Economic Relief Incentive Bonus
• Flexible Time Off
• LKR 50,000 Annual Stipend for Learning and Development