Vetcove is looking for a Chat Support Associate working West Coast hours to solve complex support inquiries for our veterinary professional community. You’ll be responsible for troubleshooting software bugs, investigating data issues, and supporting users through live chat to enhance their platform experience.

What You'll Do

Support existing users by responding to inquiries via our ticketing software.
Recreate bugs, document steps to reproduce, and submit tickets for engineering.
Investigate the source of data issues and resolve them or submit data engineering tickets.
Communicate with clinics once issues are resolved or when further investigation is needed.
Troubleshoot issues quickly and explain scenarios and solutions clearly.
Handle daily and weekly admin tasks like proactive account management, item issue reports, and credit approvals.
Work cross-functionally to provide engineering, partner, and corporate teams with feedback on feature requests and tool enhancements.
Collaborate with vendor and industry partners to streamline communication between systems.
Help develop and expand processes to streamline support workflows.

What We're Looking For

1 year of relevant, technical-facing work experience.
A 4-Year College Degree.
Excellent written and verbal communication skills.
Experience in ticket support.
Patience and compassion when handling difficult situations.
Ability to adapt quickly and manage many concurrent responsibilities.
A strong desire to learn and help our customers succeed.
A positive attitude and one-for-all team mentality with excellent collaboration skills.

Nice to Have

Knowledge of Intercom or experience with other chat platforms is strongly preferred.
Tech or start-up work experience is a plus.

Benefits & Compensation

Salary: $50,000/year - $70,000/year (typical US range); $55,000 - $65,000 (Colorado range). + equity included.
Medical, Dental, and Vision Insurance.
Automatic 401k contribution.
Employee referral program.
At home office set up.
Bi-annual company retreats.
Open vacation policy.
Equity.
Monthly team events.