Technical Support Specialist - Veterinary Software

Our Technical Support Consultants are the direct line between IDEXX and our customers. That is why they are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy.

Does that sound like you?

In the role of Customer and Technical Support Consultant – Software Team
You will answer customer questions, explain products and services and instruct on use of equipment.

You will coordinate and assist with software installation, usage instructions and troubleshoot software technical problems. You will also support and troubleshoot products that integrate with IDEXX software, as well as the installation and set up of peripheral devices.

This opening and training will be virtual. We are hiring for a late Summer 2023 start date.

What You Need to Succeed
You possess a background in IT or Computer Science, education, or equivalent combination of education and experience. Software support is a plus.
You have strong computer and technical skills, with the aptitude to learn applicable software and hardware. You are able to diagnose and troubleshoot technical issues.
You will possess an ability to learn quickly and apply skills and abilities to a variety of customer interactions.
You will have had experience in a technically related field, and/or contact center environment is helpful.
You will be a master problem solver with a fine attention to detail. You have deductive reasoning and analytical skills to resolve issues, using your organizational skills in a multi-tasking environment.
You possess proven track record of providing extraordinary customer service. Strong interpersonal skills, especially on the phone, with the ability to establish rapport quickly are equally important qualities to have.
You will have superb listening and communication (verbal and written) skills, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner, are a must to be a successful customer support specialist.
You are able to meet the requirements of the call center schedule that has to meet the needs of the business and our customers, including but not limited to; being on the phone for 8 hours a day, weekend and evening hours required, ability to work a flexible work schedule, able to work overtime, and potential for travel.

• When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to be maintained appropriately.

Do you already meet the above internet requirements or will you be able to meet them by Summer 2023?

Schedule:
This role requires scheduling flexibility (the ability to workdays, evenings until 8 pm, and weekends on a rotating basis). Overtime and On-call time may be required.
Reliable and dependable attendance is an essential function of this position.

Why IDEXX

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from diseases. We have customers in over 175 countries and a global workforce of over 11,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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