Support Specialist - US

Role overview Help veterinary customers use a practice management system by serving as their first point of contact for questions and technical issues. This customer-facing support role combines clear communication, initial troubleshooting, careful ticket handling, and coordination with specialist teams to resolve issues promptly.

Responsibilities - Respond to customer requests by phone, email, and live chat in a professional and supportive manner. - Investigate issues, gather relevant details, and carry out initial troubleshooting. - Record complete and accurate information in the ticketing system and keep customers updated. - Prioritize requests and work within service-level targets. - Coordinate with colleagues and second-line support to reach timely resolutions. - Build product knowledge to answer questions and advise customers on effective use.

Requirements - Experience in a busy, customer-focused service role; experience supporting large enterprise customers is preferred. - Strong problem-solving and communication skills across written and spoken channels. - Ability to manage competing requests, capture details accurately, and follow issues through. - Based in the Philippines and able to work night shifts aligned with US business hours.

Nice to have Experience working with service-level agreements and technical customer issues.

Benefits and work setup The role offers competitive compensation and benefits, professional development, and collaboration with colleagues across countries. The organization describes itself as remote-first and notes access to company events and work tools.