Support Specialist
Job title: Support Specialist in Doylestown, PA at Instinct Science
Company: Instinct Science
Job description: Meet Instinct Instinct Science is an animal health software company that helps the world’s leading veterinary practices enhance patient care, improve staff efficiency, and minimize burnout. Our easy-to-use platform acts as the nerve center for veterinarians, veterinary nurses, and support staff alike, fostering seamless collaboration across teams. With our January 2024 acquisition of VetMedux, a trusted education (Clinician’s Brief) and point-of-care information (Plumb’s Veterinary Drugs) company for veterinarians, Instinct has strengthened our commitment to delivering the mission-critical tools veterinary practices need to care for their patients at the highest level and with the best outcomes!We’re fueled by compassion! Our team, our customers, and their patients and animal owners matter immensely to us. We put the Customer First; Act with Grace, Not Teeth; Do the Right Things for the Right Reasons; and know that Excellence is in our DNA.If these values speak to you, you might be a good fit for our Support Specialist role.A Sneak Peek of Your Role This job, and the team at Instinct, is remote. 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.What You’ll Do
- 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
- 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
- We offer a supportive and caring work environment.
- We are transparent, open, honest, and empathic, both internally and externally.
- We pay our team well.
- We offer medical, dental and vision benefits and 401K with match.
- We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work.
- We offer flexible time off
- We offer a rewarding employee stock plan so that you share in our success.
- We provide all-expense-paid time throughout the year together, including at our annual retreat.