Support Specialist - Veterinary Software

IDEXX is hiring a Support Specialist for our EzyVet Software platform in our London, UK location.

Primary Accountability:

· Provide frontline customer technical software support via phone, email, and other channels for Vetsoft software products – including but not limited to ezyVet, Vet Radar, Smartflow, Vello.

· Resolve straightforward support tickets with the help of customer self-service content, troubleshoot and investigate technical process steps, liasie with Tier 2 and Tier 3 associates on complex issues as needed.

· Host customer training webinars on basic ezyVet functionality.

· Contribute to customer impact understanding, technical feedback and knowledge base content.

Key Responsibilities:

· Respond to inbound customer phone calls, troubleshoot issues, and provide guidance on software usage.

· Manage and resolve assigned support tickets, ensuring timely and accurate communication.

· Conduct webinars to train customers on basic features of the ezyVet application. · Create and maintain customer ticket enquiries, including screenshots and screen recordings.

· Maintain professional and customer-centric communication across all platforms (email, Slack, Facebook, etc.).

· Respond and act as first tier support for Software billing enquirie

Work Environment:

· Onboarding/training for 3 months onsite Monday-Friday 9a-6p.

· Completion of onboarding/training will produce a hybrid schedule of 3 days onsite and 2 days remote.

· Schedules are staggered to start between 7a-10a and to end between 4p-7p. Weekends to be included.

Key Accountabilities:

· Customer Phone Support § Efficiently handle incoming calls, provide accurate information, and document interactions.

· Ticket Resolution § Resolve support tickets within SLA, triage effectively, and improve ticket complexity handling over time.

· Webinar Hosting § Organize and deliver training sessions with clear agendas and effective time management.

· Customer Need Documentation § Produce accurate, well-formatted help content that supports customer self-service.

Working Relationships:

Most Frequent Contacts Internal & External Nature or Purpose

· Customers § Provide support, training, and guidance on software usage.

· Support Team Members § Collaborate on ticket resolution and share knowledge.

· Support Team Leaders § Receive guidance, feedback, and task assignments.

· Implementation § Receive guidance on clinics yet to complete implementation, provide feedback, and offer next step guidance.

Vetsoft Customer Relationship

· Managers § Receive guidance on clinics yet to complete implementation, provide feedback, and offer next step guidance.

· IDEXX CTS teams § Collaborate on customer integration resolution and share knowledge.

Qualifications/ Experience/ Knowledge:

Job Specifications General

· Oral, written, and interpersonal communication skills Essential - Excellent

· Customer Service orientation Essential - Excellent

· Keyboard skill Essential – Fast and accurate

· Organizational skills Essential – Highly organised

· Ability to manage competing demands Essential - Proficient

· Attention to detail and follow-up Essential - Strong

· Experience in software or veterinary market Preferred - Basic

Key Competencies (Core Contributor):

· Customer Focus Builds strong customer relationships and delivers customer-centric solutions. For example, is interested in customer needs, learns customer requirements, and delivers effectively. Responds promptly to customer requests; secures the support of others to resolve the issues.

· Drives Results Consistently achieves results, even under tough circumstances. For example, does what is necessary to meet goals and deliver expected results with acceptable quality. Shows consistent effort to complete even unpleasant or routine tasks in a timely manner; maintains work focus despite obstacles or setbacks.

· Collaborates Builds partnerships and works collaboratively with others to meet shared objectives. For example, learns how to operate as a team player, contributing actively to the group's efforts. Seeks others' inputs, appreciates their contributions; offers to help when the need is clear.

· Values Differences Recognizes the value that different perspectives and cultures bring to an organization. For example, finds out which situations call for flexibility and responds accordingly; seeks and listens to others' input and feedback on how to adapt approach to changing situations.

· Situational Adaptability Adapts approach and demeanour in real time to match the shifting demands of different situations. For example, swiftly and easily adapts approach to a wide array of different or changing situations. Is inquisitive about evolving situations; identifies how to adapt early.