Customer Support Specialist

About the Role

Join our thriving Auckland Support Team as a Customer Support Specialist, where you will assist our expanding global client base using the ezyVet practice management platform. This role involves resolving complex workflow and technical inquiries, helping customers optimize their use of our veterinary software to improve clinic performance and client service.

Key Responsibilities

• Provide high-quality phone and email support to veterinary customers worldwide regarding ezyVet software usage.
• Effectively resolve customer issues by managing support tickets through to their completion.
• Conduct training webinars on specific software features to enhance both your own and clients' expertise.
• Develop skills in customer support, training delivery, and technical documentation.

Desired Qualifications and Attributes

• Excellent communication skills for engaging with international clients via phone and email.
• Strong empathy, passion for helping others, and resilience in a dynamic environment.
• A proactive approach with a willingness to steer your own career progression.
• Interest or background in technology and/or veterinary care; experience with ezyVet or clinical veterinary roles is an advantage.
• Availability for weekend shifts approximately every 4-5 weeks as part of a support roster.
• Flexibility to work assigned shift patterns of either 6am-3pm or 10am-7pm, scheduled quarterly.
• A commitment to supporting veterinary business success; relevant backgrounds in commerce, business, economics, veterinary nursing, or animal health with tech enthusiasm are welcomed.

Perks and Benefits

• Work within a supportive and diverse team culture with a fun atmosphere and pet-friendly office environment.
• Comprehensive onboarding with ongoing training and clear professional development paths.
• Access to a modern office featuring collaborative spaces, a gym, rooftop terrace, and amenities such as coffee, fruit, and Food Truck Fridays.
• Fully subsidized Southern Cross health insurance coverage.
• Opportunities for career advancement tied to your ambitions and performance.

Company Overview and Values

At IDEXX, we focus on innovative software solutions that improve animal health and clinic operations worldwide. As part of a global enterprise serving over 175 countries with more than 10,000 employees, we are dedicated to a respectful and inclusive workplace that values diversity. IDEXX is an equal opportunity employer committed to non-discrimination across all protected classifications.