Customer Support Analyst managing client requests through email and WhatsApp. Updating reports and ensuring service level adherence at Brado Logística.
About the role
- Customer Support Website Support Specialist delivering veterinary diagnostic support and technical troubleshooting via phone, email, and ticketing system. Collaborating with internal technical teams and ensuring customer satisfaction through effective communication.
Responsibilities
- Answer incoming customer calls and inquiries, providing timely assistance to resolve issues or escalate as necessary.
- Work efficiently within the ticketing system, creating, managing, and closing tickets based on customer issues or requests.
- Troubleshoot technical issues reported by customers, identifying root causes and providing effective solutions or corrective steps.
- Resolve username and password issues for end users accessing Antech websites and portals.
- Provide support to internal teams such as technical support, order management, Support Enablement, Sales, and lab associates by answering questions and resolving cross-functional issues.
- Professionally interact with customers via phone, email, and chat to address inquiries, concerns, and requests for assistance.
- Document and log all customer interactions and technical issues clearly in the ticketing system, ensuring follow-up actions are tracked and completed in a timely manner.
- Collaborate with technical content specialists to create, update, and maintain helpful self-help documents and knowledge base articles for both customers and internal associates.
- Manage the lifecycle of customer support tickets, ensuring issues are resolved promptly, and keeping customers informed of progress.
- Investigate, analyze, and resolve technical issues related to software, systems, and services.
Requirements
- High School Diploma or equivalent; bachelor’s degree preferred.
- Previous experience in a help desk or customer support role, with a focus on technical troubleshooting and call handling.
- Familiarity with ticketing systems (e.g., Zendesk, Freshdesk), Salesforce and Web-based applications experience preferred (Not required).
- Strong verbal and written communication skills, with the ability to articulate technical issues and solutions clearly.
- Strong analytical and troubleshooting skills, with the ability to quickly understand and resolve technical problems.
- A passion for providing exceptional customer service and ensuring customer satisfaction.
Benefits
- Paid Time Off & Holidays
- Medical, Dental, Vision (Multiple Plans Available)
- Basic Life (Company Paid) & Supplemental Life
- Short and Long Term Disability (Company Paid)
- Flexible Spending Accounts/Health Savings Accounts
- Paid Parental Leave
- 401(k) with company match
- Tuition/Continuing Education Reimbursement
- Life Assistance Program
- Pet Care Discounts
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