At a Glance
- Tasks: Provide top-notch support for veterinary software and host engaging training webinars.
- Company: Join IDEXX, a leader in innovative veterinary technology.
- Benefits: Competitive salary, bonuses, medical insurance, and flexible work options.
- Other info: Dynamic team environment with opportunities for growth and learning.
- Why this job: Make a difference in the veterinary field while developing your tech skills.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 28500 - 28500 £ per year.
IDEXX is hiring a Support Specialist for our EzyVet Software platform in our London, UK location.
Primary Accountability
- Provide frontline customer technical software support via phone, email, and other channels for Vetsoft software products – including but not limited to ezyVet, Vet Radar, Smartflow, Vello.
- Resolve straightforward support tickets with the help of customer self‑service content, troubleshoot and investigate technical process steps, liaise with Tier2 and Tier3 associates on complex issues as needed.
- Host customer training webinars on basic ezyVet functionality.
- Contribute to customer impact understanding, technical feedback and knowledge base content.
Key Responsibilities
- Respond to inbound customer phone calls, troubleshoot issues, and provide guidance on software usage.
- Manage and resolve assigned support tickets, ensuring timely and accurate communication.
- Conduct webinars to train customers on basic features of the ezyVet application.
- Create and maintain customer ticket enquiries, including screenshots and screen recordings.
- Maintain professional and customer‑centric communication across all platforms (email, Slack, Facebook, etc.).
- Respond and act as first‑tier support for Software billing enquiries.
Work Environment
- Onboarding/training for 3 months onsite Monday‑Friday 9a‑6p.
- Completion of onboarding/training will produce a hybrid schedule of 3 days onsite and 2 days remote.
- Schedules are staggered to start between 7a‑10a and to end between 4p‑7p. Weekends to be included.
Key Accountabilities
- Customer Phone Support – Efficiently handle incoming calls, provide accurate information, and document interactions.
- Ticket Resolution – Resolve support tickets within SLA, triage effectively, and improve ticket complexity handling over time.
- Webinar Hosting – Organise and deliver training sessions with clear agendas and effective time management.
- Customer Need Documentation – Produce accurate, well‑formatted help content that supports customer self‑service.
Working Relationships
- Customers – Provide support, training and guidance on software usage.
- Support Team Members – Collaborate on ticket resolution and share knowledge.
- Support Team Leaders – Receive guidance, feedback and task assignments.
- Implementation – Receive guidance on clinics yet to complete implementation, provide feedback and offer next‑step guidance.
- Managerial Contacts – Receive guidance on clinics yet to complete implementation and provide feedback.
- IDEXX CTS teams – Collaborate on customer integration resolution and share knowledge.
Qualifications / Experience / Knowledge
- Oral, written and interpersonal communication skills – Essential, Excellent.
- Customer Service orientation – Essential, Excellent.
- Keyboard skill – Essential, fast and accurate.
- Organisational skills – Essential, highly organised.
- Ability to manage competing demands – Essential, proficient.
- Attention to detail and follow‑up – Essential, strong.
- Experience in software or veterinary market – Preferred, basic.
Core Competencies (Core Contributor)
- Customer Focus – Builds strong customer relationships and delivers customer‑centric solutions. Responds promptly to customer requests.
- Drives Results – Consistently achieves results, even under tough circumstances. Completes tasks in a timely manner.
- Collaborates – Works collaboratively with others to meet shared objectives. Seeks input and offers help when needed.
- Values Differences – Recognises value of different perspectives and cultures. Adapts approach accordingly.
- Situational Adaptability – Adapts approach in real time to match shifting demands and identifies how to adapt early.
What You Can Expect From Us
- EUR28,500 salary.
- Opportunity for annual bonuses.
- Medical insurance.
- Cycle-to-work scheme.
- Work‑from‑home and wellbeing stipends.
- 10% pension contribution.
Why IDEXX
IDEXX values a diverse workforce and workplace and strongly encourages women, people of colour, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign‑born residents and veterans to apply.
Support Specialist - Veterinary Software employer: UKC1 IDEXX Laboratories Limited
IDEXX is an exceptional employer, offering a supportive work environment for our Support Specialists in London, where you can thrive in a culture that values collaboration and customer focus. With competitive benefits including a salary of EUR 28,500, annual bonuses, medical insurance, and a generous pension contribution, we prioritise employee wellbeing and growth opportunities. Join us to make a meaningful impact in the veterinary software industry while enjoying a hybrid work schedule that promotes work-life balance.
Contact Details:
UKC1 IDEXX Laboratories Limited Recruitment Team
