Product Support Specialist

Petvisor

full-time

Posted on: 4/7/2026

Location Type: Hybrid

Location: Colombo • Sri Lanka

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About the role

Handle full ticket lifecycle: investigate and resolve tickets, communicate the action items and resolution to end-users in simple terms, and ensure customer satisfaction
Utilize a support ticketing system to accurately intake and effectively manage a queue of inquiries/technical issues
Be our customers’ biggest advocate internally by influencing product changes, constantly pushing us to be better, and ensuring the resolution of bug fixes
Become a subject matter expert on PetDesk products and the pet care industry, and use that knowledge to provide a best-in-class customer experience during every interaction
Support colleagues on a day-to-day basis to resolve queries, build knowledge and confidence, and achieve quality standards

1-2 years of professional experience in a technical support or client services role, troubleshooting SaaS-based applications, iOS and Android mobile apps
Strong communication and interpersonal skills with genuine care and empathy displayed through all interactions
Exceptional prioritization skills and ability to manage phone calls, live chats, and support tickets simultaneously
Proven problem solver with creative ideas and an ability to communicate complex issues in a concise manner
Passionate about building relationships with different personalities and energized by turning neutral or unhappy customers into happy ones!
Prefer experience with Zendesk, Jira, Google Suite, Salesforce, and Slack

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical supporttroubleshootingSaaS applicationsiOS appsAndroid appsproblem solvingticket management

Soft Skills

communicationinterpersonal skillsempathyprioritizationrelationship buildingcustomer advocacy