Customer Support Consultant - Assay

As a Customer and Technical Support Consultant, you will be the direct line between IDEXX and our customers, helping veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep pets healthy.

The start date for this role will be October 12, 2026.

Our Customer Support Consultants are the direct line between IDEXX and our customers. They serve as the direct connection between veterinary professionals and vital diagnostic services, ensuring timely, accurate communication that helps clinicians make informed decisions and ultimately keeps pets healthy.

• You will answer customer questions, explain products and services and instruct on the use of equipment.
• You will coordinate and assist with equipment installations and troubleshoot hardware technical problems as well as software and integration issues.

• You possess a background in IT or Computer Science, education, or equivalent combination of education and experience. Networking and/or software support is a plus
• You have strong computer and technical skills, with the aptitude to learn applicable software and hardware. You are able to diagnose and troubleshoot basic technical issue
• An ability to learn quickly and apply skills and abilities to a variety of customer interactions
• Experience in a technically related field, and/or contact center environment is helpful
• You will be a master problem solver with fine attention to detail. You have deductive reasoning and analytical skills to resolve issues, using your organizational skills in a multi-tasking environment
• A proven track record of providing extraordinary customer service. Strong interpersonal skills, especially on the phone, with the ability to establish rapport quickly are equally important qualities to have
• Superb listening and communication (verbal and written) skills, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner, are a must in order to be a successful customer support specialist
• You are able to meet the requirements of the call center schedule that has to meet the needs of the business and our customers, including but not limited to; being on the phone for 8 hours a day, weekend and evening hours required, ability to work a flexible work schedule, able to work overtime, and potential for travel
• When working from your virtual office, you are required to be available by telephone, voicemail, email, and Teams Microsoft messaging during your scheduled business hours. A high-speed hardwired internet connection (minimum 15 Mbps download; 3 Mbps upload) must be maintained. You will be supplied with a laptop, docking station, monitor(s), and headset, which will need to be maintained appropriately.

• We are open from 7:30 a.m. to 9 p.m. Monday to Friday. On Saturday we are open 8a.m. to 5 p.m. Pager starts immediately after these hours (will be on a rotating schedule, typically every 8-9 weeks). CTS provides support 24/7, 365 days a year, carrying a pager when not providing direct support previously indicated.
• You would work a rotating schedule—Saturday’s about twice a month. Your schedule will be based on seniority and the size of your work group.
• Start time will typically be between 10am-12pm (8.5 hour scheduled days with a 30-minute lunch) and can move into an earlier shift pattern based off seniority. Usually in a 2nd shift scheduling for the first year to 18 months.
• When you work on a weekend day you would get a day off during the week--it is still five shifts in a week.

• Hourly rate…