Petabyte Customer Support Specialist - Chewy

Our Opportunity

Chewy's mission is to be the most trusted and convenient online destination for pet parents and partners everywhere. We view pets (and pet parents) as family and are obsessed with meeting their needs and exceeding customer expectations through every interaction. Within Chewy, the Chewy Health team is focused on re-defining how vets and pet parents care for their pets and are on a multi-year journey to build a set of new pet parent and veterinarian facing services, making it easier to keep pets of all shapes and sizes leading healthy, happy lives.

As part of this mission, Chewy Health is currently seeking an experienced customer support agent in our Healthcare Services Organization.

As a Rhapsody Support team member, you are the main line of communication for all things Petabyte Technology under the Chewy Health umbrella is the PIMs software utilized in Chewy Vet Clinics which you will support via live chat. This means having a deep knowledge of Rhapsody, Wellness Plans, Catalog Requests, Merchant Services, and the Boop App. To aid our users properly you will need to understand how reminder protocols, prescriptions, labs, and other workflows look like throughout a Verterinary hospital. You provide knowledgeable, comprehensive, and fast support to our users. You will also provide limited backup to other teams by assisting with Marketplace Partners, the Petabyte Analytics team, the Development team, and the Finance department. Petabyte prides itself as the only PIMS provider to provide one-on-one support through Intercom, ensuring all users receive the best possible experience.

What You will Do:

Our support team members fully ramp up their end-to-end product knowledge through provided training in no more than five months and are continually scored and making refinements to achieve this goal through active participation in upwards of 75 Intercom chats per-week with above average Quality Assurance and Customer Satisfaction scores.

• Provide proficient support for users

What You will Need:

The right candidate has a "can-do" attitude and prides themselves on being a quick learner and self-starter. Measurements of success are defined by characteristics that impress our clients with every interaction, such as a positive attitude, quick turnaround times, and always going above and beyond.

• Experience as a Veterinary technician or Veterinary Assistant is required
• A willingness to learn new tools and technology.
• Able to act as triage to determine if issues reported are system bugs or standard functionality.
• Strong partnership skills, specifically with the product team to log issues and partner to find the appropriate resolution.
• Ability to multi-task supporting multiple team member chats at a time.
• Willingness to help and provide empathy to users.
• Proficient in typing, grammar, and well-versed communication skills.
• Timeliness responses to ensure clients are always "Wowed" with their experience
• Exceptional knowledge of Microsoft Office
• The ability to learn new computer software in a timely manner with new features being added weekly

Bonus Skills:

• Experience in virtual customer service and/or SaaS
• Experience with launching innovative technologies and services to veterinary clinics or medical practices.
• Strong understanding of the overall pet care industry and current trends
• In-depth experience and understanding of the veterinary profession in the US.