Customer Support Specialist

Idexx Laboratories; London; Hybrid; GBP 28,000; Full time

Job description

Are you passionate about great customer service, software and pets? IDEXX Veterinary Software London are looking for our next Customer Support Specialist to join our team!

This role is hybrid, based 3 days onsite in our Wimbledon, London office.

This role will specifically be providing support for our ezyVet software. We have customers all over the world, so you’ll get to help veterinary professionals from all over the globe. You'll provide support on complex workflow and technical solutions, while diving deep into the way they use our software so they can continually enhance their software usage and optimize their clinics business.

We're looking for a driven individual who has a problem solving mindset and a knack for helping others. We develop and ship new features rapidly which means you will continuously be learning and challenging yourself to be two steps ahead of the game. Though currently in the reactive space, we are looking to really grow into the proactive success space with our customers.

A bit more about the role, you will:

• Supporting veterinary customers all over the globe with high quality email and phone customer service relating to the use of our practice management software.

• Efficiently problem solve and manage tickets until resolution.

• Deliver training webinars focused on specific features of ezyVet - upskilling yourself and our customers!

• Write customer facing knowledge base articles designed to address common areas for support inquiries to improve the customer self service help.

• You'll learn to be a support specialist, trainer extraordinaire and even a technical writing expert.

So what are we looking for?

• Epic communication skills. You'll be answering lots of phone calls and supporting people all over the world!

• Passion, empathy and resilience.

• Can-do attitude and willingness to be in the driver’s seat of your career.

• A passion for the tech or the veterinary industry.

• Maybe you have experience working with ezyVet in clinic, or just in clinic experience in general!

• Ability to form part of our Support roster that will include weekends every 8 weeks.

• Be willing to join a shift pattern that consists of either 6am-3pm or 10am-7pm and are evenly assigned 3 months in advance – We do our best to roster based on preference however having flexibility would be preferable.

• A thirst for helping businesses succeed - commerce, business and economics majors do well here as do vet nurses and animal health related backgrounds with a passion for technology.

More importantly, what you can expect from us?

• Salary of 28,000.

• Opportunity for annual bonuses.

• Medical Insurance.

• Cycle to work scheme.

• Work from home and wellbeing stipends.

• 10% pension contribution.

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 disease. We have customers in over 175 countries and a global workforce of over 10,000 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.