Title: Digital Product Support Specialist

Position Overview: National Veterinary Associates (NVA) is looking for a talented Digital Product Support Specialist to join our growing team.

NVA is on a digital transformation journey and seeking people who are excited to help us build our capabilities up. Reporting to the Sr. Product Manager of Digital Experience, you’ll join a growing team of technologists and clinicians, working in a fast-past environment to build experiences that improve the lives of animals, their companions, and caregivers.

As the Digital Product Support Specialist, you will be at the core of our product experience and operations, playing a key part in enhancing the quality of our client and clinic interactions. You will monitor and resolve support escalations, work closely with cross-functional teams, and contribute to the continuous improvement of our offerings. Your responsibilities will include handling support tickets, managing product launches for locations, including location readiness, and delivering exceptional client support for our digital experiences.

What You’ll Be Doing:

• Investigate, triage, and resolve technical issues within our digital experience products
• Provide timely product support – to both internal, non-technical team members as well as external clients – and escalate issues as necessary
• Track and manage customer and hospital support tickets, ensuring timely follow-up and resolution, while collaborating with product managers to surface recurring issues or trends
• Offer feedback to the product team through reports and user insights based on client and clinic experiences
• Prepare, coordinate, and manage product launch activities, including providing user training
• Develop product documentation, including user guides, FAQs, SOPs, and training materials
• Maintain organization, attention to detail, and responsiveness to internal and external stakeholders

Skills and Qualifications:

• Bachelor’s degree in Business, Marketing, Engineering, or a related field
• 3+ years of experience in customer support, technical issue resolution, and project management
• Maintain high quality client communications during support
• Excellent communication and presentation abilities
• Ability to manage multiple tasks and prioritize effectively
• Experience in preparing and conducting user training sessions
• Strong organizational skills and attention to detail
• Proactive problem-solving abilities and a resourceful, scrappy mindset
• Familiarity with digital product lifecycle and project management principles
• Proven ability to provide timely updates and keep all relevant stakeholders informed
• Ability to work collaboratively with cross-functional teams and stakeholders
• Experience with ServiceNow is a plus

Other Expectations:

• Work remotely in the United States, with ability to travel approximately twice per year.
• Passion and understanding of the human-animal bond.
• Ability to mix great judgment, problem-solving and experience to prioritize, manage risk, and set fast timelines.
• Belief in our non-hierarchical culture of collaboration, transparency, safety and trust.

Who You Are: You are passionate about technology, client success, and problem-solving. You can be resourceful, prioritize effectively, and communicate clearly, adjusting your message according to your audience. You are detail-oriented, proactive, scrappy, and dedicated to delivering exceptional digital product experiences, making significant contributions to our digital initiatives.

Why You’ll Love Working Here:

The people. You will be surrounded by talented, supportive, smart, and kind leaders/teams - people you will be proud to work with and who also have fun.

The business. We work for the love of animals and the people who love them. We enjoy driving a successful business while living our values and our “why”.

The opportunity. Your days and projects will offer variety with the opportunity to gain operational, cross-functional, and executive leadership exposure as a trusted internal business partner.  You would have the opportunity to help build and shape a fast-growing, global company within a high-growth, exciting industry.