Technical Support Consultant

The Customer and Technical Support Consultant will provide world-class customer support for Client's diagnostic products, including hematology and chemistry analyzers such as ProCyte Dx, ProCyte One, inVue Dx, Catalyst One, and Catalyst Dx. The consultant will handle a range of customer inquiries, troubleshoot technical issues, and deliver prompt, effective solutions through phone, email, and virtual channels. This role requires strong multitasking, communication, and problem-solving abilities, along with the technical aptitude to work with advanced diagnostic equipment and software systems. Key Responsibilities: • Provide responsive, professional customer and technical support via phone, email, and chat. • Instruct customers on the operation and maintenance of IDEXX in-house diagnostic analyzers. • Troubleshoot and resolve technical issues involving both hardware and software integration. • Assist in coordinating equipment installations and ensuring proper setup and connectivity. • Utilize multiple documentation systems and software tools to track and resolve inquiries efficiently. • Work collaboratively with internal teams to escalate and resolve complex issues. • Maintain strong product knowledge and stay current with product updates and system changes. • Adhere to quality, compliance, and customer satisfaction standards. Technical Setup (Work-from-Home Requirements): • Must maintain a high-speed hardwired internet connection (minimum 15 Mbps download / 3 Mbps upload). • IDEXX will provide necessary equipment: laptop, docking station, monitor(s), keyboard, mouse, and headset. • Must remain available through phone, email, voicemail, and Microsoft Teams during scheduled hours. Qualifications: Education: • Associate or Bachelor’s degree in a Computer Science, Biology, Chemistry, or related field preferred. • Equivalent combination of education and experience considered. Experience: • Prior experience in a technical support, laboratory, veterinary, or contact center environment preferred. • Exposure to networking, hardware/software troubleshooting, or medical device support is a plus. Skills & Attributes: • Strong technical aptitude and ability to learn complex systems quickly. • Excellent communication skills — both verbal and written. • Proven problem-solving, analytical, and organizational skills. • Strong customer service orientation with ability to build rapport quickly. • Ability to multitask in a fast-paced, performance-driven environment. • Reliable attendance and ability to remain on the phone for extended periods (up to 8 hours/day). Job Types: Contract, Temporary Pay: $18.00 - $19.00 per year Work Location: Remote