Customer Experience Associate III
Conduent
Customer Support Representative
GVL Poly
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $18 - $26 per hour
Job Level
JuniorMid-Level
About the role
- 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
Requirements
- 1-2 years of customer service or technical support experience preferred
- Experience in SaaS, technology, or animal health industries is a plus
- Exceptional communication skills with ability to explain technical concepts clearly
- Natural empathy and patience when working with frustrated or confused customers
- Strong active listening skills with attention to detail
- Comfort learning and navigating software applications quickly
- Strong organizational skills with commitment to documentation and procedure adherence
- Self-motivated with ability to work independently and collaboratively
- Problem-solving mindset with flexibility to adapt to changing priorities
- Proficiency with support ticketing systems (Zendesk experience preferred)
- Strong computer skills including Microsoft Office/Google Workspace
- Comfortable with AI tools and technology-assisted workflows
- Reliable high-speed internet connection
Benefits
- Comprehensive benefits package including health, dental, and vision insurance
- 401(k) with company match
- Paid time off and holidays
- Professional development support
- Collaborative team environment with mentorship opportunities
- Work-life balance with consistent schedule options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetechnical supporttroubleshootingdocumentationproblem-solvingactive listeningcase trackingprocedure adherenceSaaSAI tools
Soft skills
communicationempathypatienceattention to detailorganizational skillsself-motivationcollaborationflexibilityrapport buildingprofessionalism
