Customer Support Specialist

As a Customer Support Specialist you will help veterinary practices get the most from ezyVet, our cloud-based practice management software, based in our Auckland office.

You will support customers around the world by email and phone, solve complex workflow and technical issues, and help them keep improving how they use the software to grow their clinic.

This is a shift-based role on 6am-3pm or 10am-7pm, with weekend rostering every 4 to 5 weeks.

The ezyVet Support team is working on moving from reactive problem solving to proactive customer success, as part of the IDEXX Veterinary Software portfolio. ezyVet helps clinics save time, increase revenue, communicate better with clients, and reduce workload stress, and we are a premium product within IDEXX’s veterinary offerings.

In this role:

• You’ll support veterinary customers across the globe with high quality email and phone service on our practice management software.
• You’ll problem solve and manage tickets through to resolution.
• You’ll help deliver training webinars on specific ezyVet features, upskilling yourself and our customers.
• You’ll dig into how customers use the software so they can keep getting more from it.
• You’ll work in a fast-moving team, as we ship new features rapidly, so you’ll keep learning and stay ahead of the game.

Why this role matters:

Veterinary teams rely on software to run their practices and care for animals, and your support helps them spend less time on admin and more time with patients. We are shifting from reactive support into proactive success, and you’ll help shape that change.

What you need to succeed:

• Excellent communication skills, with the confidence to handle a high volume of calls and support people around the world.
• A problem solving mindset, plus the passion, empathy, and resilience to see issues through.
• A can-do attitude and a willingness to take charge of your career.
• Flexibility with your shift pattern (6am-3pm or 10am-7pm) and with weekend rostering every 4 to 5 weeks.
• A thirst for helping businesses succeed. Backgrounds in business, economics, technology, vet nursing, or animal health are all a great fit.

Preferred:

• Experience with ezyVet, or clinic experience in general.
• A passion for technology or the veterinary industry.

What you can expect from us:

• Structured onboarding, induction, ongoing training, and transparent, performance-driven professional development.
• A team with a diverse range of skills who support each other to achieve outcomes and have fun along the way.
• Great office space to collaborate, including a gym and rooftop terrace.
• Fully subsidised Southern Cross Health insurance.
• Coffee, fruit, and Food Truck Friday.
• A dog-friendly office.
• Career pathways that will take you places, if you are willing and able.

Why IDEXX:

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

If meaningful work and a sense of purpose are at the top of your list, you’ll find it here. Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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