Internal Support Agent, Help Desk, VPC (Part Time)
About The Position
As an Internal Support Agent, you will be the first point of contact for all Field-related questions including IT related services. You will be responsible for gathering information on issues (technical or not) and resolving those requests. As a member of the Internal Support Team, you will handle time-sensitive projects as assigned while engaging in daily routine tasks. You will work in a dynamic, fast-paced environment providing efficient and effective services over multiple communication channels. A successful team member will be self-motivated and willing to tackle tasks as they arrive.
Requirements
- 1+ years of customer service experience
- 1+ years as an agent at a consumer call center
- 1+ years of basic computer skills/software
- Familiarity with Apple products & Microsoft Office
- Excellent communication and interpersonal skills
- Ability to learn new technical details quickly to ensure familiarity with the VIP Petcare clinics and the veterinary industry
Responsibilities
- Respond to incoming field requests via phone, email, or ticketing system
- Ensure that all interactions are handled professionally and in accordance with VIP Petcare’s operational and service standards.
- Evaluate and guide field teams regarding issues, concerns, and incidents.
- Assist our field staff with amending records, providing coupons, processing refunds, and documenting adverse events
- Assist in product replacements
- Log any injuries or incidents that may have occurred during a clinic (field staff or client)
- Maintain detailed records of support requests and troubleshooting steps.
- Assist with communication between retail partners and field teams
- Escalate unresolved or complex issues through the appropriate channels to additional corporate departments and teams.
- Facilitate and administer field equipment.
- Diagnose and resolve basic technical issues with hardware, software, and peripherals.
- Provide guidance to end-users on software applications, system usage, and IT policies.
- Assist with onboarding tasks, such as setting up user accounts, workstations, and email configurations.
- Participate in on-duty rotation (After-hours and weekend).
- Other duties or functions as requested.
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
High school or GED
