Support Specialist

Instinct Science • Doylestown, PA

1d • $50,000 - $60,000 • Remote

About The Position

Instinct Science is hiring a fully remote Support Specialist to serve as a primary point of contact for customers seeking help or information about its products. Support Specialists draw on veterinary and animal-hospital experience to understand customers’ needs and resolve issues at the first point of contact, creating a seamless, efficient, and positive customer experience. The role supports Instinct’s veterinary practice software and related products and services, including through customer onboarding and training.

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, including in stressful situations.
• Availability to work overnights and weekends.
• At least 3 years of experience in a veterinary hospital.
• Experience using or installing Instinct EMR.

Responsibilities

• Understand, categorize, and diagnose customer requests quickly and efficiently through email, chat, phone, social media, and other channels.
• Monitor production issues and suggest creative workarounds to coach users as needed.
• Document customer interactions, issues, and resolutions, and ensure requests are resolved by following up or checking the status of escalated matters.
• Participate in training sessions to enhance product knowledge and customer service skills.
• Assist with onboarding and training for products and services so customers can use Instinct effectively.

Benefits

• Medical, dental, and vision benefits.
• 401(k) with employer match.
• Flexible work and time-off arrangements, including time to innovate and Flow State Fridays.
• A stipend that can be used for almost anything to support employees at work.
• All-expense-paid time together throughout the year, including an annual retreat.
• Supportive and caring work environment.

What This Job Offers

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