Bilingual Customer Support Specialist

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October 10

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CoVet

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Artificial Intelligence • Healthcare Insurance • Veterinary

CoVet is the most powerful veterinary AI copilot in the world, designed specifically for veterinarians to simplify their administrative tasks and documentation. With features such as automated record-keeping and client history summaries, CoVet helps vets save time and reduce administrative burnout, allowing them to focus more on patient care. This innovative tool is created by veterinarians for veterinarians, aiming to enhance efficiency and improve overall work-life balance for veterinary professionals.

11 - 50 employees

Founded 2023

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

📋 Description

• Monitor all support channels, including the in-app ticket system, email, chatbot, and phone. • Provide immediate and friendly responses to acknowledge user inquiries, even if the solution is pending. • Ensure users feel heard and confident that their issues are being addressed promptly. • Assess and categorize incoming support requests. • Delegate issues to the appropriate internal teams (e.g., Sales, Technical Team, Veterinary Support) when necessary. • Follow up to ensure timely resolution. • Assemble relevant information such as transcripts, final records, and template details to diagnose issues. • Utilize veterinary medical knowledge and technical expertise to identify the root cause of content errors. • Determine whether issues are due to user input, transcription errors, or software prompting, and provide appropriate solutions. • Provide effective resolutions after diagnosing problems, ensuring that user issues are fully addressed and communicated back to them promptly. • Assist users with personalization requests to optimize their experience with our software. • Decide the best tools to achieve desired outcomes, whether through the advanced template interface, personalization notes, or custom templates. • Implement changes efficiently while ensuring reliability and user satisfaction. • Create and update support materials, including Help Center articles and instructional videos. • Maintain the accuracy and relevance of documentation in line with software updates and user feedback.

🎯 Requirements

• Fluent in French and English (spoken and written). • 1-3 years in customer support, technical support, or related role. • Excellent verbal and written communication skills, with a friendly and professional approach to user interactions. • Strong analytical and troubleshooting skills to diagnose and resolve user issues efficiently. • Familiarity with veterinary terminology, workflows, or experience in the veterinary field is a plus. • Ability to quickly learn and navigate AI-driven software, troubleshoot basic technical issues, and assist users in customization. • Ability to multitask, prioritize inquiries, and ensure timely follow-ups. • Capable of thoroughly investigating issues and maintaining accurate support documentation. • Experience working cross-functionally with technical, sales, and veterinary teams to resolve issues effectively. • A proactive approach to learning, improving support processes, and enhancing the user experience.

🏖️ Benefits

• Competitive salary and health, dental, and vision benefits. • Remote-first culture with flexible working arrangements. • Opportunity to shape the future of a fast-growing company and make a real impact in the veterinary industry.