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Bilingual Customer Support Specialist

2 weeks ago

Remote, Canada Covet Full time $60,000 - $80,000 per year

About CoVet

CoVet is an AI copilot application built to assist veterinary professionals by saving them time and allowing them to focus more on animal care—or even get home on time. We are a small, passionate, and agile team with a strong mission to improve the veterinary industry through innovative technology.

  • Please note we will only be considering candidates who have worked in the vet/pet industry previously

About the role

As the Bilingual Customer Support Specialist, you will play a crucial role in ensuring our users have a seamless experience with our AI co-pilot software for veterinarians. This document outlines your roles and responsibilities to help you understand and excel in your position.

What you'll do

User Support and Communication

  • Monitor all support channels, including the in-app ticket system, email, chatbot, and phone.
  • Provide immediate and friendly responses to acknowledge user inquiries, even if the solution is pending.
  • Ensure users feel heard and confident that their issues are being addressed promptly.

Triage and Delegation

  • Assess and categorize incoming support requests.
  • Delegate issues to the appropriate internal teams (e.g., Sales, Technical Team, Veterinary Support) when necessary.
  • Follow up to ensure timely resolution.

Issue Investigation and Resolution:

  • Assemble relevant information such as transcripts, final records, and template details to diagnose issues.
  • Utilize veterinary medical knowledge and technical expertise to identify the root cause of content errors.
  • Determine whether issues are due to user input, transcription errors, or software prompting, and provide appropriate solutions.
  • Provide effective resolutions after diagnosing problems, ensuring that user issues are fully addressed and communicated back to them promptly.

Custom Instructions & Custom Templates:

  • Assist users with personalization requests to optimize their experience with our software.
  • Decide the best tools to achieve desired outcomes, whether through the advanced template interface, personalization notes, or custom templates.
  • Implement changes efficiently while ensuring reliability and user satisfaction.

Support Documentation:

  • Create and update support materials, including Help Center articles and instructional videos.
  • Maintain the accuracy and relevance of documentation in line with software updates and user feedback.

Qualifications

  • Language Proficiency: Fluent in French and English (spoken and written).
  • Customer Support Experience: 1-3 years in a customer support, technical support, or related role.
  • Communication Skills: Excellent verbal and written communication skills, with a friendly and professional approach to user interactions.
  • Problem-Solving Ability: Strong analytical and troubleshooting skills to diagnose and resolve user issues efficiently.
  • Veterinary Knowledge: Familiarity with veterinary terminology, workflows, or experience in the veterinary field is a plus.
  • Technical Aptitude: Ability to quickly learn and navigate AI-driven software, troubleshoot basic technical issues, and assist users in customization.
  • Organizational Skills: Ability to multitask, prioritize inquiries, and ensure timely follow-ups.
  • Attention to Detail: Capable of thoroughly investigating issues and maintaining accurate support documentation.
  • Collaboration: Experience working cross-functionally with technical, sales, and veterinary teams to resolve issues effectively.
  • Self-Motivation: A proactive approach to learning, improving support processes, and enhancing the user experience.

Why Join Us?

  • Competitive salary and health, dental, and vision benefits.
  • Remote-first culture with flexible working arrangements.
  • Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.

CoVet is an equal opportunity employer and is committed to building a diverse and inclusive team. Accommodations are available for candidates participating in all aspects of the selection process.