WE ARE HIRING FOR A TOTAL OF FOUR (4) OF THESE POSITIONS

Summary

Part of the Mars Petcare family of businesses, Mars Veterinary Health is a purpose-driven team of 70,000 passionate, pet-loving Associates spanning preventive, general, specialty, and emergency veterinary care. We set a standard for high-quality care delivered through millions of pet visits each year across 3,000 veterinary clinics worldwide. Together, we are dedicated to harnessing our combined knowledge, talent, and resources to lead the veterinary profession in making A Better World For Pets – and the people who care for them.

Overview/Purpose:

As a Product Support Analyst, you will play a crucial role in enhancing customer satisfaction and loyalty through expert support and problem resolution. In this role, you will be responsible for providing exceptional support to customers by addressing their product-related queries and issues. You will act as the bridge between our customers and the product team, ensuring that our products not only meet but exceed customer expectations. Your contributions will be instrumental in the ongoing success and improvement of our products.

Responsibilities:

Customer Support and Issue Resolution:

Provide timely and accurate responses to customer inquiries and support tickets related to our products.

Troubleshoot and resolve product-related issues, escalating complex problems to the appropriate teams when necessary.

Product Knowledge and Expertise:

Develop and maintain in-depth knowledge of the company’s products and their functionalities.

Stay updated on new features, updates, and product changes.

Collaboration with Cross-Functional Teams:

Work closely with the product development and technical teams to communicate customer feedback and contribute to product improvements.

Collaborate with the sales and marketing teams to understand customer needs and market trends.

Documentation and Reporting:

Document customer interactions, issues, and resolutions in the CRM system.

Prepare regular reports on common customer issues, product feedback, and support metrics.

Process Improvement:

Identify areas for process improvement in the customer support workflow.

Suggest enhancements to improve customer experience and operational efficiency.

Training and Knowledge Sharing:

Assist in creating training materials and knowledge base articles for customers and internal teams.

Participate in product training sessions to enhance team knowledge and skills.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

3 to 5 years of experience

Proven experience in customer support, technical support, or a similar role, preferably in a tech or software environment.

Strong technical acumen with an ability to understand and explain complex products.

Excellent problem-solving skills and the ability to think critically.

Strong communication and interpersonal skills.

Ability to work collaboratively in a team environment.

Familiarity with CRM software and support tools.

Experience in a specific industry related to the company’s products is a plus.

Context/Scope:

This position involves a deep understanding of the product's features, functionalities, and potential issues, enabling the analyst to effectively address and resolve customer inquiries and problems. The scope of this role extends beyond mere troubleshooting; it includes analyzing customer feedback, identifying trends in product issues, and working collaboratively with the product development team to suggest improvements. This role demands a blend of technical acumen, problem-solving skills, and strong communication abilities, as the analyst is often required to simplify complex technical language for users. Additionally, staying abreast of the latest updates and trends in the product’s domain is essential to provide accurate and current support. The context of this role is typically fast-paced, customer-focused, and requires an ability to manage multiple tasks simultaneously while maintaining a high level of service quality.

Remote: This role will be remote

Salary: $69,000 - $95,000/year

What We Offer – The Good Stuff:

Competitive salary with paid time off holidays so you can spend time with the people you love.

Medical, dental, and vision insurance for you and your loved ones.

Fertility and family-building assistance.

Paid Parental leave.

Practice Paid Basic Life Insurance.

Practice Paid Short- and Long-Term Disability.

Competitive referral program – join our team, bring your friends, and get paid.

Automatic enrollment 401(k) Savings Plan after 60 days of employment with generous company match

Commuter Benefits.

Legal Plan.

Health Savings Account Flexible Spending Account.

Mental health support and resources.

Paid Volunteering.

Optimum Wellness Plans® for up to three pets.

Continuing Education allowance MED hours for eligible positions.

Student Debt Relief (for full-time DVMs).

A Variety of discounts including Mars, PetSmart, Royal Canin, fitness, cellular and so much more.

WE ARE A DRUG-FREE, SMOKE-FREE, EQUAL OPPORTUNITY EMPLOYER.

Mars Veterinary Health (MVH)® strongly supports and values the uniqueness of all individuals and promotes a work environment where diversity is embraced. MVH is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, genetic information, status as a protected veteran, or status as a qualified individual with disability. MVH complies with all applicable federal, state and local laws governing nondiscrimination in employment in every MVH location.