Banfield Pet Hospital - Los Angeles, CA
posted 4 months ago
As a Product Support Analyst at Mars Veterinary Health, you will play a crucial role in enhancing customer satisfaction and loyalty through expert support and problem resolution. This position is part of a purpose-driven team dedicated to providing high-quality veterinary care across 3,000 clinics worldwide. Your primary responsibility will be to provide exceptional support to customers by addressing their product-related queries and issues. You will act as the bridge between our customers and the product team, ensuring that our products not only meet but exceed customer expectations. Your contributions will be instrumental in the ongoing success and improvement of our products. In this role, you will be responsible for providing timely and accurate responses to customer inquiries and support tickets related to our products. You will troubleshoot and resolve product-related issues, escalating complex problems to the appropriate teams when necessary. Developing and maintaining in-depth knowledge of the company's products and their functionalities will be essential, as will staying updated on new features, updates, and product changes. Collaboration is key in this position; you will work closely with the product development and technical teams to communicate customer feedback and contribute to product improvements. Additionally, you will collaborate with the sales and marketing teams to understand customer needs and market trends. Documentation is also a critical aspect of this role, as you will document customer interactions, issues, and resolutions in the CRM system, and prepare regular reports on common customer issues, product feedback, and support metrics. You will also be tasked with identifying areas for process improvement in the customer support workflow and suggesting enhancements to improve customer experience and operational efficiency. Assisting in creating training materials and knowledge base articles for customers and internal teams will be part of your responsibilities, as well as participating in product training sessions to enhance team knowledge and skills. This role demands a blend of technical acumen, problem-solving skills, and strong communication abilities, as you will often be required to simplify complex technical language for users. The context of this role is typically fast-paced, customer-focused, and requires an ability to manage multiple tasks simultaneously while maintaining a high level of service quality.