Software Support Specialist - Veterinary Software

IDEXX Laboratories, Inc; Frisco (TX); Hybrid; USD 26,174 - 34,440; Full time

Benefits offered by this job

Health/Dental/Vision benefits Day-One

5% 401k matching

Employee stock program

Pet insurance and wellness resources

Job summary

IDEXX Laboratories, Inc is seeking a Veterinary Software Support Specialist to provide customer-focused technical support for our software products, resolve issues, and maintain strong client relationships. The role emphasizes clear communication, problem solving, and adherence to quality standards in a hybrid Frisco, TX environment.

You will respond to questions, troubleshoot, and coordinate with colleagues to ensure satisfaction, while upholding data integrity and regulatory compliance where

Qualifications

• 1+ year experience in a technical customer support role or with ezyVet software.
• High quality customer-facing interpersonal skills and relationship building.
• Strong reasoning, analytical skills and ability to explain technical topics clearly.
• Proficient in Microsoft Office and standard computer skills.

Responsibilities

• Provide customer technical support for software products and services.
• Answer questions, troubleshoot and resolve system, database or data communication issues.
• Determine customer needs, research solutions and coordinate with team members.
• Maintain ongoing customer satisfaction and support quality/compliance requirements.
• Respond to requests, issues, and concerns in a professional manner.

Skills

Customer support

Technical communication

English fluency

Phone skills

Attention to detail

Education

High School diploma

Associates degree preferred

Job description

As a Veterinary Software Support Specialist, you will perform a variety of software-related activities, providing information, resolving issues and ensuring satisfaction.

In this role:

• You will provide customer technical support for software products and services.
• You will support may consist of answering customer questions, explaining products and services, instructing in use of equipment, troubleshooting and repairing system, database or data communication issues, 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.
• You will respond to requests, answer questions, issues, problems and concerns.

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 (Vet Radar, Smartflow, etc).
• 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. Ability to communicate verbally on phone and in person.
• Personal computer skills, including Microsoft Office.
• Fluency in the English language.
• Extended hours may be required (holidays, weekends based on need).

What you can expect from us:

• Hourly rate of $22.00 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
• This position is a hybrid role with a requirement of being in our Frisco, TX office 3x per week with Wednesday being mandatory.

Why IDEXX

We have customers in over 175 countries and a collaborative global workforce. Our culture 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.

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.