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Bilingual Customer Support Specialist

2 weeks ago

Remote Canada CoVet Full time

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.