Customer and Technical Support Consultant - Bilingual

IDEXX•Portland, ME

22d•$20•Remote

About The Position

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. 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.

Requirements

The ideal candidate will be fluent in both French and English.
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.
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.

Nice To Haves

Prior phone experience a plus.
Networking and/or software support is a plus.

Responsibilities

Instruct customers on the use of our in-house diagnostic analyzers.
Coordinate and assist with equipment installations
Troubleshoot mechanical hardware technical problems as well as software integration issues.