GVL Poly

Customer Support

• Respond to customer inquiries via tickets, chat, and phone with professionalism and urgency, maintaining 90%+ response time compliance
• Use active listening techniques to understand customer concerns, taking detailed notes and confirming problem identification before responding
• Troubleshoot GVL platform and certificate issues and guide customers through technical processes
• Escalate complex issues appropriately while documenting solutions and contributing to knowledge base
• Continuously build product expertise and deep understanding of veterinary industry workflows
• Utilize Zendesk AI tools for 50% of customer interactions to improve response accuracy, efficiency, and resolution speed
• Consistently adhere to established support procedures with accurate case tracking and proper categorization
• Follow escalation protocols and maintain organized records that enable seamless handoffs
• Contribute to continuous improvement of support processes and procedures
• Maintain friendly, empathetic communication that makes customers feel heard and valued
• Build authentic rapport and trust through consistent, reliable service delivery
• Represent GVL brand values with professional warmth in every customer touchpoint

Customer Support Representative