Customer Support Consultant - Assay

IDEXX; Portland (ME); On-site; USD 25,000 - 36,000; Full time

Benefits offered by this job

Remote work

Annual bonus

Health, Dental & Vision benefits

On-site option in Westbrook, ME

Job summary

IDEXX is seeking a Customer and Technical Support Consultant to serve as the direct link between IDEXX and veterinary professionals, assisting with equipment installations, troubleshooting, and software issues. The role includes a rotating schedule with weekend work and potential travel, and offers a remote onboarding setup.

The position emphasizes strong technical aptitude, excellent communication, and a proven track record of exceptional customer service, with support available virtually and

Qualifications

• Background in IT or Computer Science or equivalent education/experience.
• Strong problem-solving and analytical skills.
• Ability to learn new software and hardware quickly.
• Experience in a call-center or technical support is helpful.

Responsibilities

• Answer customer questions, explain products and services and instruct on the use of equipment.
• Coordinate and assist with equipment installations and troubleshoot hardware, software, and integration issues.

Skills

IT background

Networking

Software support

Troubleshooting

Customer service

Communication skills

Fast learner

Education

Bachelor's in IT/CS

Tools

Teams

Laptop provided

VPN experience

Job description

As a Customer and Technical Support Consultant, you will be the direct line between IDEXX and our customers, helping veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep pets healthy.

The start date for this role will be October 12, 2026.

Why This Role Matters

Our Customer Support Consultants are the direct line between IDEXX and our customers. They serve as the direct connection between veterinary professionals and vital diagnostic services, ensuring timely, accurate communication that helps clinicians make informed decisions and ultimately keeps pets healthy.

Does that sound like you?

In the role of Customer and Technical Support Consultant –Rapid Assay Team

• You will answer customer questions, explain products and services and instruct on the use of equipment.
• You will coordinate and assist with equipment installations and troubleshoot hardware technical problems as well as software and integration issues.

What You Need To Succeed

• You possess a background in IT or Computer Science, education, or equivalent combination of education and experience. Networking and/or 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 basic technical issue
• An ability to learn quickly and apply skills and abilities to a variety of customer interactions
• Experience in a technically related field, and/or contact center environment is helpful
• You will be a master problem solver with fine attention to detail. You have deductive reasoning and analytical skills to resolve issues, using your organizational skills in a multi-tasking environment
• A 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
• 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 in order 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.

Schedule:

• We are open from 7:30 a.m. to 9 p.m. Monday to Friday. On Saturday we are open 8a.m. to 5 p.m. Pager starts immediately after these hours (will be on a rotating schedule, typically every 8-9 weeks). CTS provides support 24/7, 365 days a year, carrying a pager when not providing direct support previously indicated.
• You would work a rotating schedule—Saturday’s about twice a month. Your schedule will be based on seniority and the size of your work group.
• Start time will typically be between 10am-12pm (8.5 hour scheduled days with a 30-minute lunch) and can move into an earlier shift pattern based off seniority. Usually in a 2nd shift scheduling for the first year to 18 months.
• When you work on a weekend day you would get a day off during the week--it is still five shifts in a week.

What you can expect from us:

• Hourly rate of $22 / hour + based on experience
• Eligible for annual bonus
• Health / Dental / Vision benefits
• Remote work (meaning that you will receive onboarding, training, and support virtually as well)
• Candidates local to Westbrook, ME office are encouraged to apply and may be expected to attend on-site work periodically, based on business needs. This position is otherwise virtual and open to candidates regardless of location.

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 to 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.