Support Specialist
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Job Description
Remote Support Specialist assisting veterinary teams with Instinct Science’s practice software and clinical tools. Diagnosing product issues, resolving customer requests, and supporting onboarding.
Responsibilities:
- Understand, categorize, and diagnose customer requests via email, chat, phone, social media, and other channels
- Stay on top of production issues and suggest creative workarounds to coach users
- Document customer interactions, issues, and resolutions
- Conduct follow-ups and check the status of escalated matters to ensure full resolution
- Participate in training sessions to enhance product knowledge and customer service skills
- Assist with onboarding and training customers on products and services
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
- Availability to work overnights and weekends
- 3+ years experience in a veterinary hospital
- Experience using or installing Instinct EMR
- At least 6+ months hands-on experience with the Instinct EMR or ITP product (application requirement)
- Clinical experience
Benefits:
- Medical, dental and vision benefits
- 401K with match
- Owner-like flexibility over work and time-off
- Flow State Fridays
- Generous stipend usable for almost anything
- All-expense-paid time throughout the year together
- Annual retreat
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