Instinct Science

Support Specialist

Customer Experience - Remote - Full Time

Meet Instinct 👋

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: We move fast because our mission matters, we put customers at the center of every decision, and we treat each other with kindness and high standards.

A Sneak Peek of Your Role 🔭

This is a fully remote role. 

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

Who You Are 🐱‍💻

Must Haves:

  • 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

How Instinct will Care about YOU 🌞

  • 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.

The 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.

Instinct is an equal opportunity employer committed to equality and providing a pleasant work environment free from harassment or discrimination in any form. All employees will be treated equally without regard to race, color, religion, sex, sexual orientation, gender identity, family or parental status, national origin, ancestry, veteran, or disability status.

If you require accommodations throughout any part of the pre-employment process, please contact our recruiting team at [email protected]

Apply: Support Specialist
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