Customer Service Representative
Brief Media has the most essential point-of-care tools in veterinary medicine and we’re growing our team. Our leading product Plumb’s—The #1 veterinary drug reference in animal health—is an in-the-workflow SaaS technology platform that includes web and native apps that supports the everyday busy veterinarian. We're looking for an experienced Customer Service Representative to join our product team to help us take Plumb’s Customer Service to the next level.
We are in a critical time of growth as we are rapidly expanding our Plumb’s product offerings. We have worked side by side with veterinarians to build our Plumb’s platform, and our focus is to be a customer-centric company everyday. Listening to, responding, and supporting veterinarians is at the heart of why we do what we do and customer service many times is on the front lines. Our goal on our Customer Service team is to always put the customer first by providing white-glove service, solve challenging technology and user problems, and create high-quality solutions to ensure our subscribers' experience is smooth and user-friendly. You will need to have excellent written and verbal communication skills, strong customer support fundamentals, the savvy to learn new technologies, and ability to critically troubleshoot issues and the comfort with training users on solutions.
By listening to the voice of the customer, documenting and communicating to product stakeholders and customer service team lead, you contribute to the product development roadmap by ensuring frequently requested features, integrations, and common bugs are actioned.
We are looking for someone with a desire to be a contributing member of the team, have a positive and flexible attitude, and be willing to communicate and collaborate effectively with their colleagues to achieve results. If you’re passionate about emerging technologies, appreciate the fast face nature of a startup/product environment, and thrive working remotely - we’d love to talk to you!
Maintain a deep understanding of Plumb’s features and capabilities, and the systems that support the product (CMS, payment platform, product database, as well as deep understanding of our help center) in the context of the being best equipped to problem solve and troubleshoot
Act as the front-line of Customer Support for inbound inquiries using result-driven communication to respond to client queries across all channels, while maintaining regular communication and managing expectations for resolution time. Be quick to respond in an organized and thoughtful manner, while truly delivering high quality support through our services.
Ability to take action on inbound requests from customers regarding billing (e.g. refunds), guide customers through onboarding education and training tools (e.g. feature use cases), troubleshoot fixes using product knowledge for technical support (e.g. bug reports), and liaise with Product Specialists about bugs that need resolution.
Understand a customer's goals, challenges, and needs and aim to provide a top-notch experience while guiding them through ongoing support.
Document solutions to frequently asked questions and common technical limitations and nurture and continuously enrich the existing help center
Escalate technical errors, irate customers, chargeback threats, and undocumented edge cases with appropriate urgency, as well as discern when to pull in additional support to work with a customer and how to handle appropriately.
Be able to multi-task multiple projects, while prioritizing key items across the team, and maintaining regular communication and speedy delivery across stakeholders.
Be flexible to take on various product-related tasks that customers need as we continue to grow and expand our portfolio of engagement and tools
Prepare and deliver virtual training/demos in line with customer needs and in partnership with our Product Manager.
Using strong project management skills, regularly monitor requests handed to the team, and ensure delivery is timely and satisfactory to the customer.
2+ years of demonstrated Customer Support experience
Experience working with B2B, SaaS, technology platforms is a plus.
Problem-solving mentality. Interest in investigating problems and finding solutions
Strong written and verbal communication, and an empathic and natural style
You will speak and work directly with customers via email and phone. Important to be comfortable working with and talking to customers.
Ability to build a deep understanding of technical products and tools in our suite, and understand the basic capabilities of those tools to support customer queries
Familiarity with ticketing/communication software like Zendesk/Intercom.
Triaging and responding to detailed and/or technical questions from our power-users.
Project management skills will be critical to keep high-volumes of inquiries and requests organized and prioritized in a clear manner.
Have reliable remote working capabilities (i.e. high speed internet, fast computer, screen sharing, virtual communication access, quiet location, etc.)
Efficiently manage deliverables and expectations when working remotely
Nice to Have (but not required):
Experience with tools like Zendesk, Intercom, Asana/JIRA/Wrike project management tools
Experience using a CMS or CRM
Experience working with software tools and technology
B2B customer support experience
Prior experience working with web and native applications
Training will be provided for this role, so experience with particular tools and technologies are not needed. If you have a savvy for technology and a curiosity and passion around product success, we can teach you the rest.
First and foremost, Brief Media is a team comprised of individuals who value, embrace and treasure pets. They cognitively see the world as a better place when animals are in it and recognize the human:animal bond as one that provides immeasurable benefits to people and pets alike.
PASSION: We have passion for WHAT we do because we unequivocally believe in the WHY. Our people are energetic, spirited, with fire in their souls.
INTEGRITY: With strong moral compasses to guide them, our team chooses to do what’s right for the profession, for the company, for our clients, for each other and for themselves…even when no one is watching.
IMPROVING, ALWAYS: We believe in challenging conventional thinking in order to make it better. Our team strives for transformative innovation: every product, every process, every person, every day.
GO THE EXTRA MILE: Our best quality and effort isn’t what comes easy. It is that which requires drive, commitment, sheer willpower…and then, just a little bit more.
VERSATILITY: We not only like change, we embrace it by regularly adapting our skill sets in order to lead innovation in the veterinary profession.
TEAMWORK: We are one team with one purpose, one vision, one focus, one goal.