Offer summary

Qualifications:

1+ years of experience in technical support or client services role, Strong communication and interpersonal skills, Proven problem solver with the ability to communicate complex issues simply, Familiarity with support tools like Freshdesk, Zendesk, and Jira is a plus..

Key responsabilities:

Respond to product inquiries via Freshdesk tickets, live chat, and phone calls

Investigate and resolve technical issues while ensuring customer satisfaction

Advocate for customers by influencing product changes and ensuring bug fixes

Support colleagues in resolving queries and achieving quality standards.

Job description

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. Interpersonal skills, positivity, and technical product knowledge are critical to effectively addressing Pet Clinic/Hospital and mobile app user concerns. This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level. Reporting to the Product Support Manager, you can expect to address ~50 inbound inquiries daily, investigate and solve technical issues, and answer product how-to questions.

Apply if you're excited to:

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, and use that knowledge to provide a best-in-class customer experience during every interaction

Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

About you:

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 & Perks (for Full-Time employees)

Medical Support for Hospitalization and Outpatient Services

Discretionary Economic Relief Incentive Bonus

Flexible Time Off

LKR 50,000 Annual Stipend for Learning and Development

Petvisor operates through two main divisions: PetDesk in North America and Vetstoria in EMEA and APAC. The company offers an ecosystem of top-tier client engagement solutions for the pet healthcare and services communities, enhancing communication, service quality, and client retention. With its cutting-edge solutions, Petvisor supports over 10,000 veterinary clinics and over 400 grooming facilities and serves over 20 million pet parents worldwide.

Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.

Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.

Required profile