PetDesk

USA

Posted on: 13 July 2024

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Website Support Specialist

About this role

The Website Support Specialist at PetDesk ensures our customers receive top-notch support for their website needs. You will manage and resolve website support requests, troubleshoot issues, and provide timely solutions. Your role involves direct communication with customers via email and phone, making technical expertise in web-building software and strong customer service skills essential. This position is perfect for someone who thrives in a dynamic environment, is proactive in problem-solving, and can handle multiple tasks efficiently while maintaining a world-class customer experience.

Apply if you’re excited to:

Address and resolve digital content management inquiries from start to finish, escalating issues when necessary and using any appropriate form of communication necessary to complete (email, call, screen share)
Actively listen to customers, investigate issues, and communicate action items clearly to ensure high satisfaction
Assist customers with web-building and photo-editing tools like WordPress, and Canva
Collaborate with cross-functional teams, including developers, designers, and content creators, to resolve complex issues
Utilize Zendesk and Salesforce to manage and update customer inquiries efficiently
Become a subject matter expert on all internal platforms and features, enhancing customer interactions
Join a team of enthusiastic pet lovers who collaborate to exceed customer expectations with strong communication, fulfillment of requests, and compliance with internal processes

About You

1+ year of experience with WordPress or similar web-building software in a web design role
Strong customer-facing communication and interpersonal skills, displaying genuine care and empathy
Exceptional organizational, prioritization, and time management skills; comfortable managing multiple tickets in a fast-paced setting
Proven problem solver with innovative ideas and the ability to communicate technical issues clearly
Passionate about building strong customer relationships
Experience with WordPress, Divi, Zendesk, Salesforce, and Canva, or digital marketing tools
Knowledge of basic website coding principles (HTML, CSS, and Javascript)
Knowledge of DNS, SSL, and Email Hosting is a plus!

Benefits & Perks:

Medical coverage for employees and dependents (80-90% covered by employer)
Employer HSA contribution with HDHP
401(k) match up to 3.5%
Dependent Care Flexible Spending Account (FSA)
Dental & Vision coverage available
Basic Life and AD&D Insurance
Short and Long Term Disability
Generous Time Off + 13 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development

Base rate per hour worked

Hourly Pay

$20—$22 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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