VoIP Customer Support Specialist
About this Role
As a contract VoIP Customer Support Specialist, you will support PetDesk’s VoIP phone systems powered by Kontak. You will provide your technical expertise and problem-solving skills to deliver exceptional customer service to the company’s clients. By leveraging customer data, Kontak improves communications (calls, chats, appointments). It streamlines the staff workflow through practice management software integrated with the VoIP telephone system and enhances the clients’ web experience through its unique 24/7 managed live chat services and appointment booking.
This is a 100% remote contract position based in Mexico. Contractors will assist customers across North America.
Fluency in English (both written and spoken) is required for this role. To apply for the Customer Support position, please submit your resume in English highlighting your qualifications.
Tasks
- Ensure the highest levels of customer satisfaction via phone
- Make system change requests (ex., Rename extension, change phone routes)
- Troubleshoot and resolve hardware issues, including guiding customers through phone reboots and factory resets
- Enable system integrations for customers
- Conduct remote diagnostics and troubleshooting
- Resolve or Escalate customer requests/issues promptly
- Review, Analyze, and Evaluate trends on common system issues and communicate these to the company
Requirements
- Proficiency in both verbal and written English, along with confident, articulate, and professional communication abilities
- Exceptional customer service skillset
- Strong ability to multitask, prioritize tasks, and effectively manage time
- Skill in handling incoming and outgoing support calls
- Proficient in conflict resolution, with the ability to sympathize and empathize with customers
- Technical expertise in network equipment, business phones, and basic software usage
- Outstanding capacity to navigate and resolve intricate issues
Pay Range
$1,920—$1,920 USD
Petvisor is the parent company of a family of brands that includes PetDesk, Vetstoria, WhiskerCloud, Kontak, and Groomer.io. Petvisor equips veterinary practices and pet services businesses with a suite of mobile-enabled tools, facilitating better communication, service, and client retention. The company’s innovative approach supports over 10,000 veterinary clinics, 400 grooming facilities, and over 20 million pet parents globally.
We are an equal opportunity and strive for a culture where everyone feels empowered to celebrate their whole, authentic selves at work. We encourage varied approaches and points of view to cultivate an inclusive workplace where difference is valued. Diversity fuels innovation and strengthens our bond with our customers and the communities we serve.
Our recruiting process is rooted in “Who: The A Method of Hiring” and consists of an average 2-week hiring timeline. This standardized interview process allows candidates to answer the same questions, experience the same process, and ensure a fair performance review from multiple perspectives.
Please, no external recruiters—candidate profiles submitted from external recruiting agencies will not be considered.
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