Support Specialist

About the role

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.

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.

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.

Benefits

• Supportive and caring work environment.
• Transparent, open, honest, and empathic culture.
• Medical, dental, and vision benefits.
• 401K with company match.
• Owner-like flexibility over work and time-off, including time to innovate and Flow State Fridays.
• Generous stipend that can be used for almost anything to allow you to bring your best self to work.
• All-expense-paid time throughout the year together, including at our annual retreat.

Pay

The compensation range for this role is $50,000 - $60,000. Actual compensation will be determined through a variety of factors including the candidate's skills, qualifications, and experience.