What are the responsibilities and job description for the Customer Success Associate (Remote) position at Kinship?
ABOUT PETEXEC
PetExec was born out of our love for pets and the professionals who care for them. Pet-centered businesses around the world need a powerful system to manage daycare, boarding, grooming, training, and the other pet services they offer. This is where PetExec shines.
PetExec closes the gap between the complex and time-consuming nature of pet care and the need to simplify functionality.
PetExec listens to the needs of the pet care community, and provides a high level of support to our pet care providers. Our support is one of the things that make us stand out among our competitors. Our goal is to develop the most robust and friendly software / mobile app possible for professional pet care providers.
Petexec is looking for a full-time Customer Success Associate.
As a customer success associate, you will work closely with our providers/packmates to answer questions related to the PetExec software including the following: how to perform day-to-day functions (scheduling, signing pets in, and checking pets out), where to find features, settings, and preferences within the software, billing and account balancing, and more. This often requires complex problem-solving skills.
In this role you will….
Work remotely, along with the current PetExec team of support, onboarding, and sales associates to provide support to our customers through online chat, phone calls and email.
WHAT YOU WILL WORK ON IN THE FIRST 12 MONTHS:
- Learning the PetExec software. PetExec is fully customizable and has many different features and functions.
- How to answer questions from our providers, and how to troubleshoot within the software when the answer to the question is not immediately available.
- Work alongside other support agents to connect with our providers through our online chat software, phone calls and emails.
- Provide feedback to the PetExec product and engineering team as to issues experienced by our providers and the most frequently asked questions.
RESPONSIBILITIES
- Work remotely using online chat software to answer questions from our providers. Must be able to multitask and manage multiple chats/questions simultaneously.
- Use the PetExec documentation site to correctly answer questions.
- Provide links to our documentation and reference materials through chat and email so providers understand how to best utilize the software to meet their needs.
- When necessary, work directly in a test environment of the software to understand all the options of a feature and how they can be used to meet the needs of the providers.
- Troubleshooting software issues to determine when a problem is user error or software related. Effectively document and escalate software issues as needed.
WHAT WE’RE LOOKING FOR:
At Kinship, we have three pillars that set out how we aim to be - in our everyday work, and in how we approach each other. We call these our Cultural Pillars. In all of the roles that we hire for, we look for people who are Optimistic, Open to All, and Purposefully Inquisitive. For this role, you’ll also need these skills to knock it out of the dog park:
- You will be able to learn the complex software quickly and efficiently.
- You will have some knowledge about database structures and relationships, technical education or experience, and prior software support experience.
- You will be enthusiastic and energetic and a strong communicator both verbally and in writing.
- You have experience working remotely with a team of people to provide excellent customer service. Our support is offered from 9 am - 7 pm Eastern Monday through Friday as well as email support on the weekends. You will be expected to work 1-3 hours on rotating weekend shifts (working 1-3 hours a weekend, every 6 weeks).
- You want to make a better world for pets, and you know how you might play a role in this goal.
