Support Specialist

👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 50,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 45+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

Our flagship veterinary product, Provet, is a veterinary practice management system used by over 55,000 professionals across 3,000+ clinics in more than 45 countries. We are helping veterinary practices thrive by building software that is not only powerful, but intuitive, scalable, and a joy to use.

About the role

We are here to create great healthcare products. That’s at our very core, but it’s the people who make companies great, not the other way around. We spend more time with our co-workers than anyone else in our lives. Being part of an exceptional team is not only important for your personal mindfulness but key for your professional progression.

We are seeking a dedicated individual for a role that centres around Provet, our cloud-based veterinary practice management workspace (https://www.provet.cloud/). Provet is designed to help veterinary practitioners spend less time on admin so they can devote more attention to caring for their patients, and to make managing a veterinary practice more efficient and simpler. It offers features for appointment scheduling, electronic medical records, inventory management, billing, and communication within the veterinary team.

We are looking for a satisfaction-focused Support Specialist to join our team of Support Specialists. This is a Philippines-based, fully remote role focused on live chat support. You will be the first point of contact for our customers, helping them by investigating and diagnosing technical issues and becoming an expert on our workspace and the services we offer. While the role is primarily live chat, you should be comfortable hopping on a video call when a conversation is better handled face to face.

This role offers an exciting opportunity to progress and develop your career within the technology sector by working for a growing business with global reach. Ideally, you will have some experience working in a busy, customer-service-focused role and thrive in a fast-paced environment where you can grow your skills and career.

Your key responsibilities include:

• Providing first-level support in fluent English via live chat, acting as the first point of contact for customers reporting incidents or requesting changes to their systems, always in a professional, supportive and positive manner.
• Jumping on video calls when needed to walk a customer through a fix or better understand an issue.
• Working hours between 5:00am-4:00pm Philippine Time (PHT)
• Ensuring accurate and complete information is captured and logged in our ticketing system, while keeping customers up to date on progress throughout.
• Collaborating with your colleagues and other teams, such as technical support, to deliver timely resolution of customer issues.
• Carrying out initial troubleshooting on any issues received, ensuring all details are captured from the customer so we fully understand the issue.
• Becoming a product expert on the Provet workspace and its services so that you can champion best practices and help resolve customer queries.

What will help you to be successful in this role?

Ideally, you already have experience working in a customer-service role with a passion to deliver the highest level of customer service. Maybe you have also gained experience working in a fast-growing, global SaaS company, or you have a veterinary background. Also:

• You are fluent in English, both written and spoken, and confident communicating clearly and concisely over live chat and on video calls.
• You are independent and open-minded, able to support our customers while working fully remotely from your home office in the Philippines.
• You have a technical mindset and a real interest in technical support, enjoying the process of investigating and diagnosing issues to get to the right answer.
• Experience with Intercom live chat is a strong plus.
• A background in the veterinary business is highly valued, as is experience in customer support, especially in the software or IT sector.
• Familiarity with medical devices and diagnostic equipment is a bonus.
• You put the customer first. We need people who follow through on what they say and go the extra mile to find the right solution.
• You are process-driven. You will be triaging tickets coming through according to type and priority, so we need people who can follow the plan and get it right for our customers every time.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎

In addition, we offer:

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare
• Competitive compensation and benefits
• Learning and professional growth opportunities
• The tools you need, and enjoy using
• Working with talented colleagues from around the world

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. Apply now! We'll fill the position as soon as we find the right person.

Recruitment Fraud Alert

Nordhealth only communicates with candidates through our Applicant Tracking System (Teamtailor: @ finnishnetsolutions.teamtailor-mail.com) or via official @nordhealth.com emails (e.g. [email protected] or [email protected]). We post roles only on our Careers page, LinkedIn, and trusted job boards. Contact from any other source should be considered suspicious. If you are contacted by someone claiming to represent Nordhealth and you are unsure of their legitimacy, please contact us directly at [email protected]. Your safety and trust are very important to us!