Customer Support Consultant - Chemistry

IDEXX; Portland (ME); Remote; USD 23,000 - 32,000; Full time

Benefits offered by this job

Remote work

Annual bonus

Health insurance

Dental insurance

Vision insurance

Job summary

IDEXX is hiring a Customer and Technical Support Consultant – Chemistry to assist veterinarians and veterinary staff with Catalyst One, Catalyst Dx, and VetStat analyzers. You will guide users, troubleshoot hardware/software, and coordinate installations while delivering exceptional service.

Remote onboarding, training, and ongoing support are provided. The role demands strong communication, multitasking, and the ability to work flexible hours including evenings and weekends.

Qualifications

• Experience in a technically related field, preferably with chemistry analyzers in a vet practice or lab.
• Prior phone experience is a plus.
• Strong computer and technical skills; ability to learn software/hardware.

Responsibilities

• Instruct customers on the use of in-house diagnostic analyzers.
• Coordinate installations and troubleshoot hardware and software issues.
• Provide timely, accurate communication to clinicians and support teams.

Skills

Communication skills

Phone support

Technical aptitude

Learning ability

Customer service

Multitasking

Tools

Microsoft Teams

Job description

Our Customer & 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.

Successful candidates will be able to thrive in a fast-paced environment where they will navigate a variety of inquiries to provide a solution to our customers with representatives taking 20-30 calls a day. Ability to multitask is essential as consultants will resolve customer inquiries through a variety of methods of communication and will utilize documentation and programs to ensure a solution while the customer is on the call. Our Chemistry team supports a wide variety of products such as our Catalyst One, Catalyst Dx, and VetStat analyzers.

The start of training for these openings will be November 16, 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.

In the role of Customer and Technical Support Consultant – Chemistry:

• You will instruct customers on the use of our in-house diagnostic analyzers.
• You will coordinate and assist with equipment installations and troubleshoot mechanical hardware technical problems as well as software integration issues.

What You Need To Succeed

• You are experienced in a technically related field, have worked in a veterinary practice with our chemistry analyzers, a laboratory setting, or contact center environment.
• Prior phone experience a plus.
• It is important to have strong computer and technical skills, with the aptitude to learn applicable software and hardware. Networking and/or software support is a plus.
• The ideal candidate will be highly motivated, goal-oriented, and a strong collaborator.
• A proven track record of providing extraordinary customer service.
• You will possess superb listening and communication (verbal and written) skills in order to be a successful customer support specialist. Strong interpersonal skills with the ability to establish rapport quickly are equally important qualities to have.
• You will be a master problem solver with fine attention to detail while leveraging your strong organizational skills in a multi-tasking environment.
• You have the ability to learn quickly and apply skills and abilities to a variety of customer interactions.
• Ability to be on the phone for 8 hours per day.
• Reliable and dependable attendance is an essential function of this position.
• When working from your virtual office, you are required to be available by telephone, voicemail, email, and Microsoft Teams 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, monitors, keyboard, mouse, and headset, which will need to be maintained appropriately.

Schedule:

• This role requires scheduling flexibility with the ability to work days, evenings until 9:00pm ET, and weekends on a rotating basis.
• On-call time may be required.
• Reliable and dependable attendance is an essential function of this position.

What You Can Expect From Us

• This position starts of November 16, 2026
• Hourly rate of $20 / hour + based on experience & shift-differential pay offered for later shifts
• Eligible for annual bonus
• Health / Dental / Vision benefits
• Remote work (meaning that you will receive onboarding, training, and support virtually as well)

Why IDEXX?

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture is one that embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Knowing our work makes a meaningful impact on the health and well-being of pets and people is what motivates us every day. If meaningful work and a sense of purpose are at the top of your list, you’ll find it here.

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.