Customer Service Specialist acting as a liaison between customer service and lab operations. Providing comprehensive support for lab - related inquiries for veterinarians and veterinary staff.
About the role
- Product Support Specialist acting as the technical backbone for telemedicine operations. Collaborating with customer service and engineering to ensure seamless healthcare experiences.
Responsibilities
- Act as the second line of defense: Resolve escalated technical issues from our platform (VPN, WebRTC/Audio, Browser API permissions) that require deeper investigation.
- Bridge the gap: Work closely with the Engineering and Product teams to escalate verified bugs, providing them with clear logs, reproduction steps, and context.
- Investigate & troubleshoot: Don’t just fix - analyze. You will identify root causes of recurring incidents and help implement long-term fixes.
- Priority management: Navigate a fast-paced environment, triaging urgent blockers in the telemedicine flow to ensure medical consultations are never compromised.
- Knowledge champion: Document technical workflows and create "troubleshooting playbooks" to empower the L1 support team.
- Monitor & Report: Keep a pulse on platform health and proactively communicate potential system-wide issues to the stakeholders.
Requirements
- Previous experience in IT or Technical Support (Level 2), ideally within a SaaS or Health-tech environment;
- Degree in Information Systems Management or a related technical field is preferred;
- You possess a natural problem-solving DNA and you don’t stop at "it’s broken," you have a logical approach to debugging and a relentless drive to understand the root cause;
- You have a "technical detective" mindset and are comfortable using Browser DevTools to inspect network requests or console errors;
- You are a communication bridge with the ability to translate complex "bugs" into simple instructions for doctors and "user pain points" into actionable data for the tech team;
- You remain methodical and empathetic when a doctor is mid-consultation and needs an immediate resolution;
- Native Portuguese and a solid command of English.
Job title
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Not specified
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