[Hiring] Support Specialist @Nordhealth

Role Description

The Support Specialist is a strong individual contributor in Nordhealth's Vet Practice Support team, dedicated to our customers using the Provet veterinary practice management software. The Support Specialist is the go-to support contact for clients of all sizes.

Our customers run busy practices, and their questions can cover the whole working day. We’re looking for someone who will help them keep things running smoothly. To the extent that the need arises, and time allows, the Support Specialist participates in the execution of the company's other tasks within sales, marketing, implementation, and product development.

• Act as the main support contact, providing efficient, high-quality support that meets agreed targets and service levels and achieves a high level of customer satisfaction.
• Appointments and the diary: troubleshooting the setup for appointment, online booking, rescheduling, and cancelling appointments.
• Records and consultations: client and patient records, consultations and clinical notes, our clinical AI tools, and client communication.
• Referrals and Patient flow in the clinic.
• Build strong relationships with key stakeholders of our customers, and own escalations and complex cases through to resolution.
• Work independently and as part of the team to build best practices that develop the support work.
• Collaborate cross-functionally with Sales, Marketing, Implementation, and Product Development teams to deliver the best and most efficient service for customers.
• Annual OKRs will be set at the individual level to contribute to the OKRs of the Business Unit, Team, and Company.

Qualifications

• Experience from working in a fast-growing, global SaaS company.
• Experience in the veterinary field, current or former Provet clinic workers (ideally, not mandatory).
• Previous receptionist experience could help, being knowledgeable with appointment scheduling and shifts.
• Experience supporting customers in a B2B software (SaaS) environment.
• Experience in healthcare or veterinary software is a plus.
• Ability to manage multiple customers and priorities at the same time.
• Fluent spoken and written English (required), and one additional language, ideally Spanish or Portuguese or a Nordic one.
• Prior experience of working in an international company.

Requirements

• Proven track record of maintaining a high level of customer satisfaction, measured by Customer Satisfaction surveys.
• Work efficiently towards meeting the set quantitative targets for support.
• Close co-operation with the team and with other stakeholders is required.
• Independence in connecting with relevant parties and good collaboration skills are required in this role.
• The main challenge of this role is to reach individual targets based on the set support Objectives and Key Results.

Benefits

• 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.
• Frequent company events and talented colleagues from around the world.