Customer Support Consultant – Chemistry

This is a fully remote position, open to applicants in Maine.

📋 Description

• Manage 20–30 customer calls daily in a dynamic environment.

• Address customer inquiries through phone and various communication channels.

• Guide customers on the usage of in-house diagnostic analyzers.

• Coordinate and assist with the installation of equipment.

• Diagnose mechanical hardware technical issues.

• Resolve software integration challenges.

• Utilize documentation and tools to deliver solutions during customer interactions.

• Provide support for Catalyst One, Catalyst Dx, VetStat, and other chemistry analyzers.

• Work during the day, evenings until 9:00 PM ET, and on rotating weekends.

• Offer on-call assistance as needed.

• Properly maintain the provided virtual-office equipment.

⛳️ Requirements

• Background in a technical field, veterinary practice with chemistry analyzers, lab environment, or contact center setting.

• Previous phone experience is advantageous.

• Proficient computer and technical skills.

• Ability to learn relevant software and hardware.

• Experience with networking and/or software support is a plus.

• Demonstrated ability to deliver exceptional customer service.

• Excellent verbal, written, listening, and communication skills.

• Strong interpersonal skills with the ability to build rapport quickly.

• Effective problem-solving abilities and attention to detail.

• Solid organizational and multitasking capabilities.

• Quick learner with the ability to apply skills across diverse customer interactions.

• Capacity to remain on the phone for 8 hours per day.

• Consistent and reliable attendance.

• Availability via phone, voicemail, email, and Microsoft Teams during scheduled business hours.

• High-speed, hardwired internet connection with a minimum of 15 Mbps download and 3 Mbps upload.

🏝️ Benefits

• Shift-differential pay available for later shifts.

• Eligible for an annual bonus.

• Health insurance benefits.

• Dental insurance benefits.

• Vision insurance benefits.

• Remote work options, including virtual onboarding, training, and support.

• Equipment provided: laptop, docking station, monitors, keyboard, mouse, and headset.