Company Overview

ProPet Software Inc. is a dynamic tech startup dedicated to delivering high-quality cloud-based software solutions for the pet industry. Our mission is to streamline operations for pet care professionals, allowing them to focus more on their furry clients rather than administrative burdens.

Summary

We are seeking a Customer Support Specialist to join our innovative team in Canada. This role is vital in helping our clients effectively use our software solutions and ensuring their satisfaction. Based in Canada, you will be a key player in supporting our mission to transform the pet industry's software landscape.

• ** Please note: This is a fully remote, work-from-home position on a permanent basis. ProPet is based out of Ottawa, Ontario, but in-person meeting will never be required. We have listed the position as "hybrid" in order to attract applicants located within Canada. ***

Key Responsibilities

• Onboard new customers and complete their account set up
• Provide training sessions for new and existing customers
• Provide timely and accurate responses to customer help tickets
• Communicate with customers via both email and phone support calls
• Report bugs/suggestions to our development team and participate in testing of updates and new features
• Assist in the growth of customer relationships, which include: increasing adoption, ensuring retention, and overall customer satisfaction
• Support the Customer Success and Marketing teams and/or other ProPet departments, as needed

Essential Skills

• Quick learner with a knack for understanding software
• Excellent customer service skills
• Comfortable speaking with customers on the phone and demonstrating the software functionality
• Effectively prioritizes tasks, is able to meet deadlines and takes initiative
• Has good attention to detail
• Works well in a collaborative, team environment, as well as, independently
• Has a good understanding of pet ownership

Qualifications

• Canadian Citizen or Permanent Resident, located in Canada.
• University or College graduate in Business Administration or related field
• Experience in a Customer Success or Support role
• Proficiency in Microsoft Office (Word, Excel)
• Excellent written and verbal communication skills
• Strong problem-solving abilities and technical aptitude
• Knowledge of cloud-based software solutions is preferred

Language Requirements

• Fluent in English reading, writing and oral

Assets (But Not Required)

• Experience in the pet industry
• Knowledge of the French language
• Knowledge of Quality of Service Protocols
• Knowledge of software management practices
• Experience assisting customers with limited knowledge of technologies
• Knowledge of task-based project management software like Trello or Jira
• Knowledge of Help Desk and marketing software like Zendesk and Hubspot
• Knowledge of MS Excel, including the use of complex functions as applied to data formatting

If you’re interested in joining the ProPet team as a Customer Support Specialist, please send your cover letter and CV to jobs(at)propetware.com and include your favourite dog breed in the subject line. Resumes submitted through Indeed will not be reviewed.

Pay: $40,000.00 per year

Benefits

• Flexible schedule
• Work from home

Work Location: Hybrid remote in Halifax, NS