Job Details

Internal Support Agent

As an Internal Support agent, you will be the first point of contact for all Field-related questions including IT related services. You will be responsible for gathering information on issues (technical or not) and resolving those requests. As a member of the Internal Support Team, you will handle time-sensitive projects as assigned while engaging in daily routine tasks. You will work in a dynamic, fast-paced environment providing efficient and effective services over multiple communication channels. A successful team member will be self-motivated and willing to tackle tasks as they arrive.

Essential Functions/Job Duties:

1. Respond to incoming field requests via phone, email, or ticketing system
2. Ensure that all interactions are handled professionally and in accordance with PetIQ's operational and service standards.
3. Evaluate and guide field teams regarding issues, concerns, and incidents.
4. Assist our field staff with amending records, providing coupons, processing refunds, and documenting adverse events
5. Assist in product replacements
6. Log any injuries or incidents that may have occurred during a clinic (field staff or client)
7. Maintain detailed records of support requests and troubleshooting steps.
8. Assist with communication between retail partners and field teams
9. Escalate unresolved or complex issues through the appropriate channels to additional corporate departments and teams.
10. Facilitate and administer field equipment.
11. Diagnose and resolve basic technical issues with hardware, software, and peripherals.
12. Assist with onboarding tasks, such as setting up user accounts, workstations, and email configurations.
13. Participate in on-duty rotation (After-hours and weekend).
14. Other duties or functions as requested.

Minimal Qualifications:

• 1+ years of customer service experience
• 1+ years as an agent at a consumer call center
• 1+ years of basic computer skills/software
• Familiarity with Apple products & Microsoft Office
• Excellent communication and interpersonal skills

• Ability to learn new technical details quickly to ensure familiarity with the PetIQ clinics and the veterinary industry.

Education Requirements:

• High School Diploma or General Education Degree (GED)

Physical Requirements:

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.

Hours:

• Must be able to work a flexible schedule. Weekends are required.

Company Overview:

Our Mission is to become the most trusted ally for pet parents and a leading authority in pet health and wellbeing. Our promise is to deliver smarter health and wellbeing solutions that are innovative, accessible, educational and always effective.

Why Join the PetIQ Team?

• We have an incredible culture built on our core values that are embedded in everything we do. Our values are:

  • Pet Parent Focused: Everything we do starts with the pet parent in mind. We're dedicated to improving pet health and wellbeing through every interaction, product, and service we provide.
  • Results Oriented: We deliver with purpose and follow through with clarity, accountability, and impactbecause results matter for our teams, our partners, and the pets we serve.
  • Humble and Hungry: We bring passion and confidence without ego. We're always learning, improving, and striving to do betterfor ourselves, our teams, and our customers.
  • Adaptive & Agile: We embrace change, move fast, and use it as our next advantage in creating innovative solutions for pets and their families.
  • Stronger as a Pack: Collaboration is at the heart of how we work. We help each other win, because we know exceptional teams build something greater than any one of us could alone

PetIQ is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, creed, national origin, ancestry, citizenship status, age, sex (including pregnancy, childbirth, breastfeeding, and related medical conditions), gender, gender identity, gender expression, sexual orientation, marital status, familial status, domestic partnership or civil union status, military or veteran status, disability, medical condition, genetic information, or any other characteristic protected by federal, state, or local law.

We believe in providing equal opportunities for all qualified individuals and strive to create a work environment free from discrimination, harassment, and retaliation. If you require a reasonable accommodation during the application or employment process, please contact ...@PetIQ.com

By submitting this application, I certify that my answers are true and complete to the best of my knowledge. If this application leads to employment, I understand that false or misleading information in my application or interview may result in my release.