What are the responsibilities and job description for the Onboarding & Customer Support Specialist position at Oliver?
Onboarding & Customer Support Specialist
About Oliver (getoliver.com):
Oliver is a fast-growing, early-stage SaaS startup revolutionizing the way veterinary clinics operate. We're a passionate, scrappy team dedicated to building innovative software that simplifies workflows and improves patient care. We're looking for a driven and enthusiastic individual to join us as an Onboarding & Customer Support Specialist! This is a fantastic opportunity for someone eager to make a real impact, grow with a company from the ground up, and contribute to a positive customer experience.
About the Role:
As an Onboarding & Customer Support Specialist, you'll be at the forefront of our customer interactions, ensuring a smooth and positive experience from initial onboarding through ongoing support. You'll play a crucial role in shaping our customer success strategy and building lasting relationships with our valued veterinary clinic partners. This is an entry-level position with significant growth potential as Oliver expands.
This is an in-person role based in our Lehi, UT office.
Responsibilities:
- Onboarding: Guide new customers through the initial setup and training of the Oliver platform, ensuring they understand its features and benefits. This includes conducting online training sessions, creating onboarding materials, and proactively addressing customer questions.
- Customer Support: Provide timely and helpful support to customers via email, phone, and chat. Troubleshoot technical issues, answer product questions, and escalate complex problems to the appropriate team members.
- Customer Advocacy: Act as a champion for our customers, gathering feedback and identifying areas for improvement in our product and processes. Proactively reach out to customers to ensure satisfaction.
- Documentation & Knowledge Base: Contribute to the development and maintenance of our customer knowledge base, FAQs, and other support resources.
- Collaboration: Work closely with the product, engineering, and sales teams to ensure a seamless customer experience.
- Proactive Problem Solving: Identify and address potential customer issues before they escalate, ensuring a proactive and positive support experience.
Qualifications/Skills:
- Excellent communication skills (written and verbal)
- Strong organizational skills and attention to detail
- Tech-savvy with a passion for learning new software
- Empathetic and patient with a genuine desire to help others
- Ability to work independently and as part of a team
- Proactive problem-solving skills
- Positive and enthusiastic attitude
- Experience in customer service or a related field is a plus, but not required. We are willing to train the right candidate!
- Experience with veterinary clinic operations or software is a plus, but not required.
Benefits & Perks:
- Unlimited PTO: Take the time you need to recharge and perform at your best.
- Half-Day Fridays: Enjoy a shorter work day on the first Friday of every month.
- Bonus Opportunities: Be rewarded for your contributions to Oliver's success.
- Growth Potential: This is a ground-floor opportunity to grow with a fast-scaling startup. Your contributions will have a direct impact on the company's success.
- Dynamic and Collaborative Environment: Join a passionate team that is dedicated to making a difference in the veterinary industry.
