Support Specialist

Instinct Science • Doylestown, PA

5d • $50,000 - $60,000 • Remote

About The Position

Instinct Science is at the forefront of veterinary innovation, comprised of world-class tools that have served our industry for decades: easy-to-use veterinary practice software (Instinct EMR), an essential resource for expanding your knowledge and skills (Clinician's Brief), clinical and pharmaceutical decision support (Standards of Care & Plumb's), and an AI scribing platform (ScribbleVet). Combined, Instinct Science offers an ecosystem that veterinarians rely on for every aspect and stage of their careers. At Instinct Science, we believe in leading with compassion. Our team, our customers, and their patients and clients are the foundation of everything we do. Our culture is guided by our U.C.A.R.E. values: We move fast because our mission matters, we put customers at the center of every decision, and we treat each other with kindness and high standards. This is a fully remote role. Our Support Specialists at Instinct are the primary points of contact for our customers who need assistance or information regarding our products. Our team consists of seasoned animal hospital professionals who understand how the clinic world utilizes our products and can resolve most problems on the spot. The overall goal is to provide customers with a seamless, efficient, and positive experience at the first point of contact.

Requirements

• Understanding of veterinary terminology and workflows
• Excellent verbal and written communication skills
• Ability to multitask and manage a high volume of customer inquiries
• Strong problem-solving skills and ability to handle difficult or unexpected situations
• Empathic and caring attitude, even when faced with stressful situations
• Availability to work overnights and weekends
• 3+ years experience in a veterinary hospital
• Experience using or installing Instinct EMR

Responsibilities

• Understand, categorize, and diagnose customer requests quickly and efficiently, via email, chat, phone, social media, etc.
• Stay on top of production issues and be creative in suggested workarounds to coach users, as needed
• Document all customer interactions, issues, and resolutions and ensure customer issues or requests are fully resolved by conducting follow-ups or checking the status of escalated matters
• Participate in available training sessions to enhance product knowledge and improve your customer service skills.
• Provide assistance in the onboarding and training processes for products and services as required, ensuring customers are well-equipped to utilize Instinct effectively

Benefits

• medical, dental and vision benefits
• 401K with match
• owner-like flexibility over work and time-off
• time to innovate
• Flow State Fridays
• generous stipend that can be used for almost anything
• all-expense-paid time throughout the year together, including at our annual retreat

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed