Internal Support Agent, Help Desk, VPC (Part Time)

Job Overview:

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. 

Essential Functions/Job Duties:

• 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.

MinimumQualifications:

• 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

Education Requirements:

• High School Diploma or General Education Degree (GED)

Schedule:

Saturday and Sunday 11am-7pm EST each day (16 total hours)

Training schedule:

For the first four weeks, you will NOT be working weekends. Instead, there will be focused training during the weekdays.

• • 16 hours minimum per week over a 4 week period for training
  • Anytime Monday-Friday between the hours of 8am and 4pm EST
  • After that initial 4 weeks of training, you will move to the regular Sat/Sun schedule