👋 Who are we?

Nordhealth (OB:NORDH) is the leading provider of cloud-based Practice Information Management Software (PIMS) to veterinary and therapy professionals.

Over the last three years, we have grown our Annual Recurring Revenue (ARR) and team size by almost 10x. Today, more than 30,000 therapy and veterinary professionals use our software everyday to help treat over 20 million patients annually across 35+ countries. It’s been an exciting growth journey so far and we are just getting started. Our mission is to enable healthcare professionals to deliver better patient care through software, with a goal to help serve over 200 million patients by 2030. In support of this growth mission, in May 2021, Nordhealth raised €120M through a public-listing on Euronext Growth Oslo stock exchange.

Nordhealth is a remote-first company, headquartered in Helsinki, Finland. Our 430+ employees work either remotely or from offices/collaboration hubs. While our market presence is currently strongest in the Nordics, our customer base is rapidly growing in North America and Europe, with clients in the US, UK, Spain and many others. For more information, visit our company’s website at www.nordhealth.com

About the role

We are seeking a dedicated individual for a role that centers around Provet Cloud, our cloud-based veterinary practice management software (https://www.provet.cloud/). Provet Cloud is designed to help veterinary practitioners save time so they can devote more attention to caring for their patients and to make managing a veterinary practice more efficient and simpler. It offers features for appointment scheduling, electronic medical records, inventory management, billing, and communication within the veterinary team.

We’re looking for a satisfaction-focused Support Specialist to join our team to help our veterinary customers resolve issues and get the most from our Practice Management System, Provet Cloud. As a Support Specialist, you’ll play a key role in assisting our customers by acting as their first point of contact via calls, emails and live chat enquiries. You'll have a passion for problem-solving by investigating and diagnosing non-technical issues and becoming an expert on our platform and the services we offer.

This role offers an exciting opportunity to progress and develop your career within the technology sector by working for a growing business with global reach. Ideally, you’ll have some experience working in a busy, customer service focused role and thrive in a fast paced environment where you can progress your skills and career.

This role will initially work US business hours Monday to Friday 9-5pm Mountain Time but will transition to a shift pattern as we transition to offering 24/7 support by the end of 2025. 🚀

Your key responsibilities include:

• Providing non-technical 1st level support for issues and incidents by responding to requests we receive via telephone, email and live chat in a professional, supportive and positive manner.

• Ensuring accurate and complete information is captured and logged in our ticketing system Zendesk, while keeping our customers up-to-date on progress throughout.

• Collaborating with your colleagues and other teams such as our 2nd line technical support to deliver timely resolution of customer issues.

• Carrying out initial troubleshooting on any issues received, ensuring all details are captured from the customer to ensure we fully understand the issue.

• Become a product expert on the Provet Cloud platform and its services so that you can become a champion to help resolve customer queries and advise on best-practices.

What will help you to be successful in this role?

Ideally, you have already gained experience from working in a customer related role with a passion to deliver the highest level of customer service. Maybe you’ve also worked in a fast growing, global SaaS company or in the veterinary industry.

In addition, we humbly request that you:

• You're ambitious - we are 100% committed to creating career pathways for all our teams, and you’ll have the opportunity to learn and develop with a fast growing, global technology company.

• You’re a great communicator – you’ll be the first point of contact for customers reporting incidents or requesting changes to their systems so we need people that aren’t afraid to pick up the phone to communicate simple, straightforward advice and recommendations.

• You put the customer first. We need people that will call when they say they will and go the extra mile to find the right solution.

• You’re process driven – you’ll be triaging tickets coming through according to type and priority, so we need people who can follow the plan and get it right for our customers every time.

What’s in it for you?

At Nordhealth, we do things a little bit differently. We value continuous improvement, diverse teams and autonomy which drive our collaboration. Our global healthcare domain is rapidly developing and we are seeking colleagues who enjoy working in this type of environment. 🌎

In addition, we offer:

• The chance to work in a meaningful industry and in a fast-growing, global company on a path to changing digital healthcare

• Learning and professional growth opportunities

• Remote work and flexible working hours

• Internet and phone bills covered

• Stipend to set up your home office

• Fully paid Health insurance, Vision, and Dental

• 401K

• PTO and Sick Time

• Travel per diem

• Frequent company events and talented colleagues from around the world

Compensation:

The salary range for this position is $40,000 - $50,000 annually. Final compensation for the role is determined by a variety of factors, such as a candidate's relevant work experience, skills, certifications, and geographic location.

Please note that our company has registered entities only in the following states:
Colorado, Florida, Georgia, Illinois, Maine, North Carolina, South Carolina, Texas
Therefore, we will only consider candidates who are located in one of these mentioned states.

If you enjoy working in a fast-growing and international environment with the possibility to make an impact, this might be the perfect job for you. Apply now! We'll fill the positions as soon as we find the right person.