Internal Support Agent, Help Desk, VPC; Part Time

Job Overview

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.

• Respond to incoming field requests via phone, email, or ticketing system
• Ensure that all interactions are handled professionally and in accordance with VIP Petcare’s operational and service standards.
• Evaluate and guide field teams regarding issues, concerns, and incidents.
• Assist our field staff with amending records, providing coupons, processing refunds, and documenting adverse events
• Assist in product replacements
• Log any injuries or incidents that may have occurred during a clinic (field staff or client)
• Maintain detailed records of support requests and troubleshooting steps.
• Assist with communication between retail partners and field teams
• Escalate unresolved or complex issues through the appropriate channels to additional corporate departments and teams.
• Facilitate and administer field equipment.
• Diagnose and resolve basic technical issues with hardware, software, and peripherals.
• Provide guidance to end‑users on software applications, system usage, and IT policies.
• Assist with onboarding tasks, such as setting up user accounts, workstations, and email configurations.
• Participate in on‑duty rotation (After‑hours and weekend).
• Other duties or functions as requested.

• 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 VIP Petcare clinics and the veterinary industry

• High School Diploma or General Education Degree (GED)

Saturday and Sunday 11 am–7 pm EST each day (16 total hours).

For the first four weeks, you will NOT be working weekends. Instead, there will be focused training during the weekdays.

• 16 hours minimum per week over a 4‑week period for training
• Anytime Monday‑Friday between the hours of 8 am and 4 pm EST
• After that initial 4 weeks of training, you will move to the regular Sat/Sun schedule