Location Type
Remote
Position Type
Part Time
Job Description
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 PetIQ’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.
- 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.
Minimal Qualifications:
- 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 PetIQ clinics and the veterinary industry.
Education Requirements:
- High School Diploma or General Education Degree (GED)
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
Hours:
- Must be able to work a flexible schedule. Weekends/evenings may be required.
Company Overview:
PetIQ provides convenient and affordable pet health and wellness products and veterinary services to pets and their families through retail and ecommerce channels across the country.
We are advocates for pet parents, because we believe that all pet parents should be able to provide necessary care that enhances the lives of their pets.
Why join the PetIQ Team?
- Great company culture
- Company is in growth mode, come be a part of our exciting growth
Full time employee benefits include:
- Medical, Dental, Vision
- Flex Spending Account
- Company Paid Life Insurance
- 401(k) with Company Match
- Employee Assistance Program (EAP)
- 8 Paid Holidays, 2 Personal Days and PTO
- Short and Long Term Disability Insurance
PetIQ is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race (including traits historically associated with race, including hair texture and protective hairstyles, such as afros, braids, locks, and twists), creed, caste, color, religion, sex (including pregnancy, childbirth, and related medical conditions), gender identity or expression, sexual orientation, national origin (including ancestry), genetics, physical or mental disability (including obesity, HIV, or hepatitis C status), age, marital status, or honorably discharged veteran or military status, or any other applicable characteristics protected by applicable federal, state, or local law.
By submitting this application, I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment, I understand that false or misleading information in my application or interview may result in my release.
