[Hiring] Support Specialist @Instinct Science

Role Description

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.

Qualifications

• 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.

Benefits

• 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 give our team owner-like flexibility over work and time-off, including time to innovate and Flow State Fridays.
• We offer a generous stipend that can be used for almost anything to allow you to bring your best self to work.
• We provide all-expense-paid time throughout the year together, including at our annual retreat.

Base Compensation range for this role is $50,000 - $60,000. Actual compensation will be determined through a variety of factors including the candidate's skills, qualifications, and experience.

Company Description

Instinct Science is at the forefront of veterinary innovation, comprised of world-class tools that have served our industry for decades: easy-to-use veterinary practice software (Instinct EMR), an essential resource for expanding your knowledge and skills (Clinician’s Brief), clinical and pharmaceutical decision support (Standards of Care & Plumb’s), and an AI scribing platform (ScribbleVet). Combined, Instinct Science offers an ecosystem that veterinarians rely on for every aspect and stage of their careers.

At Instinct Science, we believe in leading with compassion. Our team, our customers, and their patients and clients are the foundation of everything we do. Our culture is guided by our U.C.A.R.E. values, which serve as our daily compass:

• Urgency: We move with speed because our mission is too important to wait. Urgency means prioritizing high-impact work, making timely decisions, and being highly responsive to our customers, partners, and fellow employees.
• Customer First: We’re our customers’ (and this profession’s) biggest fans. We put them first and obsess over helping them solve their challenges.
• Act with Grace, Not Teeth: We treat people with kindness, humor, humility, and assume good intent. We ask what we would want if we were in the other person’s shoes.
• Right Things, Right Reasons: We take ownership of all tasks, big and small. When we make mistakes, we own them, fix them quickly, and learn.
• Excellence is in our DNA: We hold ourselves and each other to high standards because our work is too important to do otherwise.