Customer Support Consultant

IDEXX•Nashville, TN

13d•Hybrid

About The Position

IDEXX is seeking a Customer Support Consultant to perform software support and implementation activities for veterinary clinic customers. This role involves product installation/integration, go-live execution, user training, and ongoing support. The consultant will provide technical support for Company products and services, including those related to pet and animal health care, medical diagnostic equipment, and water-testing equipment. Responsibilities include answering customer questions, explaining products, instructing in equipment use, coordinating installations, configuring hardware/software, troubleshooting system/database/data communication issues, and handling customer order entry and billing. The role requires implementing products, delivering comprehensive user training, determining customer needs, researching solutions, coordinating with team members, and ensuring ongoing customer satisfaction and strong relationships. The position also supports quality management systems and compliance requirements.

Requirements

High School diploma or equivalent combination of education and experience required.
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.
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.
Personal computer skills, including Microsoft Office

Nice To Haves

Associates degree, Bachelors degree or equivalent preferred.
Supervisory skills, if a lead position.

Responsibilities

Performs a variety of software support and implementation activities for veterinary clinic customers—covering product installation/integration, go‑live execution, user training, and ongoing support.
Provides customer technical support for one or more Company products or services, including pet and other animal health care-related products for veterinarians, medical diagnostic and water-testing equipment and other products and services.
Support may consist of answering customer questions, explaining products and services, instructing in use of equipment, coordinating and assisting with equipment installations, configuring computer system hardware or software, troubleshooting and repairing system, database or data communication issues, customer order entry and billing or other priorities.
Responsible for implementing the product and delivering comprehensive user training to ensure successful adoption
Determines customer needs, researches and provides solutions, coordinating with other team members as needed.
Ensures ongoing customer satisfaction and continuing strong customer relationships.
Supports quality management system and other compliance requirements.