Technical Customer Support Specialist

As a Technical Customer Support Specialist, you will perform a variety of software-related activities, providing information, resolving issues and ensuring satisfaction. Respond to requests and address questions/issues/problems/concerns. Support may consist of answering customer questions, customer order entry and billing or other priorities. You will determine needs, research and provide solutions, coordinating with other team members as needed. Ensure ongoing satisfaction and continuing strong business relationships.

This position is a hybrid role with a requirement of being in our in our Frisco, TX office 3x per week

What you will be doing:

• Provides customer technical support for software products and services.  
• Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.  
• Determines customer needs, researches and provides solutions, coordinating with other team members as needed.  
• Ensures ongoing customer satisfaction and continuing strong customer relationships.  
• Supports quality management system and other compliance requirements.

What you need to succeed:

• Must have 1+ years experience with ezyVet software OR
• Must have 1+ years experience in a technical customer support role
• High School diploma or equivalent combination of education and experience required. Associates degree, Bachelors degree or equivalent preferred.
• High quality customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
• Technical record keeping management skills.
• Reasoning and analytical skills to resolve issues.
• Phone skills, with ability to establish rapport.
• Attention to detail.
• Organized with ability to multi-task.
• Ability to work independently and as part of a team.
• Supervisory skills, if a lead position.
• Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
• Personal computer skills, including Microsoft Office.

Physical Demands and Work Environment:

• Extensive sitting, phone and computer use.
• Specific vision abilities required include close vision, color vision, depth perception, and the ability to adjust focus.
• Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
• Ability to communicate verbally on phone and in person.
• Fluency in the English language.
• Extended hours may be required.
• Some travel required.

What you can expect from us:

• Hourly rate of $21.50 per hour
• Opportunity for annual cash bonus    
• Health / Dental / Vision Benefits Day-One    
• 5% matching 401k  
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more   

If you’re looking for a role that’ll challenge you, offers a great culture, while helping an amazing industry, we’d love to hear from you! 

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 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.

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