Customer Support AssociateRemote

Customer Support Associate

Nectar is on a mission to provide quality health care for pets through modernized veterinary technology. Our team was founded by Harvard, Stanford, McKinsey, Meta, and Square alumni, and we were named to BCV's 2023 Top 50 Emerging SaaS list. Today's veterinary clinic tools are outdated and challenging to use. Our vision is an intuitive cloud platform with a streamlined medical record system and predictive analytics to equip vets and pet owners with insightful data. We are a Series A-stage startup, and we are looking to rapidly scale our operations!

Tools : Linear, Notion, Google Suite, Slack, HubSpot, Calendly, Intercom, Fullview

The Role

As our first full time Customer Support Specialist you will provide your technical expertise and problem-solving skills to deliver exceptional customer service to the company's clients. We're looking for driven individuals who have a problem solving mindset and a talent for helping others. No two days are the same! We develop and ship new features every 2-3 weeks which means you will continuously be learning and challenging yourself to be two steps ahead of the game. It is vital that we move from a reactive space into the proactive success space with our customers. This role will be a founding Customer Support team member, reporting directly to our Director of Customer Success and working alongside our Customer Onboarding Manager.

Your Impact :

• Support veterinary customers across the U.S. with high-quality customer service relating to the use of our practice management software
• Resolve or escalate customer requests / issues promptly, managing any internal tickets until resolution
• Conduct remote diagnostics and troubleshooting
• Develop a repository of resources (articles, product walk through videos, common actions gifs) for our customers to readily access to increase their autonomous learning. With the help of the Director of Customer Success, ensure this workflow is scalable as we ship features and / or enhancements every 2-3 weeks.
• Review, analyze, and evaluate trends on common system issues and communicate these to the company
• Maintain a deep understanding of the product and speak with customers and prospects about the most relevant features for their business needs.
• Proactively identify and mitigate risks to minimize customer disruptions.
• Establish a trusted advisor relationship with every customer.
• Provide support during standard support hours.
• Serve in an on-call rotation for night and weekend support to ensure our customers have support with any urgent issues, as needed.
• Other duties and responsibilities as assigned.

Your Qualifications :

Must have :

Why Nectar?