🐾 Job Title: Support Agent – Level 1 (Website & Marketing Tools Support) 

Location: Mohali (India – Night Shift) 

Shift Timing: 12 Midnight – 9:00 AM IST (to align with US time zones) 

Department: Customer Support 

Reporting to: Support Team Lead 

📝 Job Summary: 

We are looking for a reliable and tech-savvy Support Agent to provide Level 1 support for our digital services, including websites, online appointment tools, and marketing platforms, used by veterinary hospitals across the United States. You’ll be the first line of communication for resolving basic issues, answering queries, and ensuring uninterrupted access to our digital products during US business hours. 

🎯 Key Responsibilities: 

• Respond to support tickets, live chat, and emails in a timely and professional manner. 
• Troubleshoot basic issues related to client websites, appointment booking tools, email campaigns, and other marketing services. 
• Escalate technical issues to Level 2/3 support as needed. 
• Monitor system alerts and report service interruptions or unusual activity. 
• Assist clients with tasks such as updating website content, verifying forms, and resolving login/access issues. 
• Maintain detailed records of client interactions and issue resolutions in the ticketing system. 
• Follow standard operating procedures (SOPs) for diagnostics and troubleshooting. 
• Communicate clearly and empathetically with veterinary staff, clinic managers, and business owners. 

🧠 Required Skills & Qualifications: 

• 1–2 years of experience in a technical support or customer service role. 
• Basic knowledge of websites. 
• Familiarity with email marketing platforms is a plus. 
• Ability to speak in English and answer incoming telephone calls. 
• Strong written English communication skills. 
• Ability to troubleshoot issues methodically and logically. 
• Comfortable working independently during night hours. 

💼 Nice-to-Have: 

• Experience working with US-based clients or in the veterinary/healthcare space. 
• Exposure to CRM systems or ticke ting platforms (e.g., Zendesk, Freshdesk, Zoho Desk). 
• Understanding of DNS, SSL, and basic web hosting concepts. 

🌙 Why Join Us? 

• Work with a growing team supporting life-saving veterinary care in the US. 
• Night shift allowance. 
• Opportunity to grow within tech support, marketing ops, or product teams.