Technical Customer Care Specialist - Telemedicine(Contract)

IDEXX

3d • Remote

About The Position

The IDEXX Telemedicine team is hiring for a Customer Care Specialist- Telemedicine contractor. In this role, you will be performing a variety of customer service activities for our Telemedicine customers, providing information, resolving technical issues and ensuring customer satisfaction. You will be responding to customer phone and other communications, addressing questions & concerns. This is a one-year fixed term contract to cover a leave. In the role of Telemedicine Customer and Technical Care Specialist: You will be performing a variety of customer service activities for our Telemedicine customers, providing information, resolving technical issues and ensuring customer satisfaction. You will be responding to customer phone and other communications, addressing questions/issues/problems/concerns. You will provide 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 other products and services. Your 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. You will determine customer needs, researches and provides solutions, coordinating with other team members as needed. You will ensure ongoing customer satisfaction and continuing strong customer relationships. You will support quality management system and other compliance requirements. Schedule: This is a Full-Time role (40 hours/week, 8 hours a day). Shifts for this role will be scheduled based on business needs, within the window of 7:00am - 6:00pm EST. Must be flexible to work weekend and/or holiday shifts.Virtual training will take place between 8:00am- 5:00pm ET. What You Need to Succeed You have 1 + years of experience in a technical customer support focused environment or have experience working in a veterinary practice or a solid understanding of how veterinary practices function (including practice workflow, practice roles, and client communication.

Requirements

• 1 + years of experience in a technical customer support focused environment or have experience working in a veterinary practice or a solid understanding of how veterinary practices function (including practice workflow, practice roles, and client communication.
• phone skills, with ability to establish rapport
• strong interpersonal skills along with the ability to have an open mind and a willingness to learn
• ability to quickly learn Telemedicine products/services and new business tools
• deductive reasoning and analytical skills to resolve issues
• strong technical aptitude skills including, but not limited to:
• strong personal computer skills, including Microsoft Office
• troubleshooting computer connectivity, hardware and software for Windows PC experience
• troubleshooting Android and iOS App connectivity and workflow experience
• communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, friendly and understandable manner
• attention to detail
• organized with ability to multi-task
• ability to work independently and as part of a team
• technical record keeping management skills

Responsibilities

• performing a variety of customer service activities for our Telemedicine customers, providing information, resolving technical issues and ensuring customer satisfaction
• responding to customer phone and other communications, addressing questions/issues/problems/concerns
• providing 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 other products and services
• 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
• determining customer needs, researches and provides solutions, coordinating with other team members as needed
• ensuring ongoing customer satisfaction and continuing strong customer relationships
• supporting quality management system and other compliance requirements

What This Job Offers

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