Customer Support Expert (Austin, TX or Remote)

| Austin | Remote
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About Time To Pet

Time To Pet is an Austin, TX based company focused on building business management software for pet care businesses. Our SaaS product is designed to help pet care professionals start, grow, and better manage their companies.

We pride ourselves on our ability to rapidly deliver exciting new features to our clients, to provide unmatched support, and to help them build the best business possible. We do this by finding great people, using systems to manage and improve our processes, staying lean and nimble, listening to the needs of our clients, fully committing to customer success, and providing useful and relevant content.

Your Impact

At Time To Pet, Customer Support is essential to our mission. The top priority for our Customer Support team is to make our clients as successful as possible while utilizing Time To Pet and to ensure their experience is positive by succeeding their expectations.

As a part of the Customer Support team, you’ll be directly responsible for ensuring the happiness of our clients by managing support requests, improving support processes and acting as an advocate for Time To Pet. You will play a major role in the success of Time To Pet through enriching our customer support and other special projects.

The Ideal Candidate

You’re empathetic to clients and understand that not everyone shares the same level of technical skill. You have the unique ability to make clients feel empowered and successful when they have a question; not silly or stupid. You are a problem solver willing to go the extra mile to ensure that a question is answered or a problem solved. You have the ability to listen and connect real world questions with solutions through software. You are detail oriented, professional, and understand that support is often the first line of communication with our customers. You enjoy communicating with people and can balance being friendly with getting a job done. You have a skill for writing and enjoy creating new content. You enjoy being efficient and looking for new ways to increase efficiency and improve your job and your skillset. Most importantly – you are a self-starter. While our ideal candidate would be based in Austin, TX - we are open to remote employees and all employees have the opportunity to work from home.

Things You May Do

Time To Pet is a small software company so you will likely get to work on many projects. We expect that the majority of your time (75% or so) will be spent doing the following:

  • Help our clients via email and/or chat to answer their questions, troubleshoot their issues and ensure they have the best experience possible.
  • Provide occasional telephonic and screen share support that can include answering simple questions to full product demonstrations.
  • Write and review documentation for our Knowledge Base to help clients get answers to their own questions quickly.
  • Record video articles to supplement written articles for the Knowledge Base.
  • Enhance our support processes through research in collaboration with other teams at Time To Pet.

Your remaining time will be spent working on special projects to help enhance the overall business of Time To Pet. This can include:

  • Identifying business/process improvements outside of general support.
  • Working on special projects to help make these improvements.
  • Writing content that is relevant and helpful to our clients (like email courses or Academy articles).
  • Supporting other team members with their projects.

How You Will Work

Time To Pet is a semi-remote team meaning that your primary work space can be at our office in Austin, TX but you do have the opportunity to work remotely. While we do offer flexible work hours, our normal support hours are Monday - Friday from 8am to 7pm CT so we would expect your normal working hours to be within this time frame.

We use tools like Slack to keep in touch with team members, Help Scout to manage our customer support channels, Dialpad for phone calls, Dialpad Meetings to conduct screen share calls, HubSpot to manage client details, and proprietary systems to manage our client accounts.

Requirements

  • You love communicating with people and helping to solve their problems.

  • You are a problem solver who can make connections between business problems and software solutions.

  • You can empathize with all types of people with all types of backgrounds.

  • You are a self-starter that can stay on task in a remote environment or find other projects that can contribute to the success of Time To Pet when support is not busy.

  •  You are committed to delivering unmatched customer support.

  • You have reliable access to the internet.

Technical Skills

  • Experience working remotely.

  • Experience providing customer support, primarily in the pet industry.

  • Experience using Time To Pet is a plus.

  • Experience using social media and/or web based software such as Slack or Help Scout.

  • Consider yourself “tech-savvy”.

  • Strong, concise, and articulate writing skills.

  • Experience with providing support over the phone.

Compensation

  • Competitive salary based on experience. Salary range for this position is between 50k and 55k per year.

Benefits

  • 99% Healthcare coverage for you and your dependents

  • 99% Vision and Dental coverage for you; 50% coverage for your dependents

  • 401k with 5% company match

  • Quarterly bonus plan

  • Semi-annual performance reviews

  • Flexible work hours

  • Ability to work remotely

  • Vacation time - 15 days PTO

  • Sick Time - 5 days

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Location

1224 East 12th Street, Austin, TX 78702

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