Bilingual Customer Support Specialist

About the role

As the Bilingual Customer Support Specialist, you will play a crucial role in ensuring our users have a seamless experience with our AI co-pilot software for veterinarians. This document outlines your roles and responsibilities to help you understand and excel in your position.

What you'll do

User Support and Communication

• Monitor all support channels, including the in-app ticket system, email, chatbot, and phone.
• Provide immediate and friendly responses to acknowledge user inquiries, even if the solution is pending.
• Ensure users feel heard and confident that their issues are being addressed promptly.

Triage and Delegation

• Assess and categorize incoming support requests.
• Delegate issues to the appropriate internal teams (e.g., Sales, Technical Team, Veterinary Support) when necessary.
• Follow up to ensure timely resolution.

Issue Investigation and Resolution:

• Assemble relevant information such as transcripts, final records, and template details to diagnose issues.
• Utilize veterinary medical knowledge and technical expertise to identify the root cause of content errors.
• Determine whether issues are due to user input, transcription errors, or software prompting, and provide appropriate solutions.
• Provide effective resolutions after diagnosing problems, ensuring that user issues are fully addressed and communicated back to them promptly.

Custom Instructions & Custom Templates:

• Assist users with personalization requests to optimize their experience with our software.
• Decide the best tools to achieve desired outcomes, whether through the advanced template interface, personalization notes, or custom templates.
• Implement changes efficiently while ensuring reliability and user satisfaction.

Support Documentation:

• Create and update support materials, including Help Center articles and instructional videos.
• Maintain the accuracy and relevance of documentation in line with software updates and user feedback.

Qualifications

• Language Proficiency : Fluent in French and English (spoken and written).
• Customer Support Experience : 1-3 years in a customer support, technical support, or related role.
• Communication Skills : Excellent verbal and written communication skills, with a friendly and professional approach to user interactions.
• Problem-Solving Ability : Strong analytical and troubleshooting skills to diagnose and resolve user issues efficiently.
• Veterinary Knowledge : Familiarity with veterinary terminology, workflows, or experience in the veterinary field is a plus.
• Technical Aptitude : Ability to quickly learn and navigate AI-driven software, troubleshoot basic technical issues, and assist users in customization.
• Organizational Skills : Ability to multitask, prioritize inquiries, and ensure timely follow-ups.
• Attention to Detail : Capable of thoroughly investigating issues and maintaining accurate support documentation.
• Collaboration : Experience working cross-functionally with technical, sales, and veterinary teams to resolve issues effectively.
• Self-Motivation : A proactive approach to learning, improving support processes, and enhancing the user experience.

Why Join Us?

• Competitive salary and health, dental, and vision benefits.
• Remote-first culture with flexible working arrangements.
• Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.

CoVet is an equal opportunity employer and is committed to building a diverse and inclusive team. Accommodations are available for candidates participating in all aspects of the selection process.