The IDEXX Telemedicine team is hiring for a Customer Care Specialist- Telemedicine contractor. In this role, you will be performing a variety of customer service activities for our Telemedicine customers, providing information, resolving technical issues and ensuring customer satisfaction. You will be responding to customer phone and other communications, addressing questions & concerns.

This is a one-year fixed term contract to cover a leave.  

In the role of Telemedicine Customer and Technical Care Specialist:

You will be performing a variety of customer service activities for our Telemedicine customers, providing information, resolving technical issues and ensuring customer satisfaction.

• You will be responding to customer phone and other communications, addressing questions/issues/problems/concerns.

• You will provide customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and other products and services.  

• Your 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.  

• You will determine customer needs, researches and provides solutions, coordinating with other team members as needed.

• You will ensure ongoing customer satisfaction and continuing strong customer relationships.

• You will support quality management system and other compliance requirements.

Schedule:

This is a Full-Time role (40 hours/week, 8 hours a day). Shifts for this role will be scheduled based on business needs, within the window of 7:00am - 6:00pm EST. Must be flexible to work weekend and/or holiday shifts.Virtual training will take place between 8:00am- 5:00pm ET.

What You Need to Succeed

• You have 1 + years of experience in a technical customer support focused environment or have experience working in a veterinary practice or a solid understanding of how veterinary practices function (including practice workflow, practice roles, and client communication.

• You will have phone skills, with ability to establish rapport.

• You possess strong interpersonal skills along with the ability to have an open mind and a willingness to learn.

• You can quickly learn Telemedicine products/services and new business tools.

• You will possess deductive reasoning and analytical skills to resolve issues.

• You will have strong technical aptitude skills including, but not limited to:

• You will have strong personal computer skills, including Microsoft Office

• You will have troubleshooting computer connectivity, hardware and software for Windows PC experience.

• You will have troubleshooting Android and iOS App connectivity and workflow experience

• You will possess communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, friendly and understandable manner.

• You will have attention to detail.

• You will be organized with ability to multi-task.

• You will possess the ability to work independently and as part of a team.

• You will possess technical record keeping management skills.

What you can expect from us:

·       Hourly rate of $22/hr + based on experience

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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