Technical Product Support Specialist

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

PetPlace, a subsidiary of IPH, is building a digital first pet e-commerce platform with the aim of connecting key market services such as adoption, lost pet and insurance to make pet care easy. 

Help make a difference in the lives of animals and the people who care for them. We're looking for a compassionate, tech-savvy support agent to assist shelters and rescues using our 24Pet products and services. You'll troubleshoot issues, guide users through features, and ensure every interaction is smooth, helpful, and empathetic.

• Investigates escalated issues by reviewing initial support notes and gathering additional information from customers.
• Updates tracking system and conveys customer feedback to product development team.
• Responsible for support to end users of software products and offers.
• Documents, monitors, and follows up on client issues.
• Escalates client issues to internal team and/or external partner contacts.
• Monitors tickets submitted to development team to ensure resolution of customers’ issues.
• Works with development and design teams on bug replication/documentation, feature requests/application specifications, application testing, quality assurance and/or scrum.
• Performs other duties and responsibilities as assigned.

Experience:  

• 3 years’ relevant experience
• Strong consideration for someone with Chameleon software use.

Education:

Must meet one of the following requirements:

• Bachelor’s Degree or equivalent work experience (One-year relevant experience is equivalent to one-year college)
• Associate’s Degree in a Technical Field
• Certification in relevant focus area

Level Specific Responsibilities: 

• Handles escalated issues come from subordinate IT support groups
• Assists with User Adoption Testing (UAT) efforts for new functionality
• Assists on special projects as needed
• May handle Tier 2 escalations

Accountability/Complexity: 

• Works independently on moderately complex projects/assignments and seeks guidance on projects/assignments of higher complexity.
• May provide guidance and assistance to entry level professionals and/or support employees.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)