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

3+ years experience in a veterinary hospital
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
Experience using or installing Instinct EMR

medical, dental and vision benefits
401K with match
owner-like flexibility over work and time-off
time to innovate
Flow State Fridays
generous stipend that can be used for almost anything
all-expense-paid time throughout the year together, including at our annual retreat

Support Specialist

Key skills