Customer Support Consultant - Hematology

Location: Virtual United States

Time Type: Full time

Job Description

Our Customer and Technical Support Consultants are the direct line between IDEXX and our customers. That is why they are so crucial to achieving our Purpose. This role is best suited to organized, passionate communicators who strive to help veterinarians, veterinary technicians, and animal healthcare diagnostic professionals keep our pets healthy.

Successful candidates will be able to thrive in a fast-paced environment where they will navigate a variety of inquiries to provide a solution to our customers. Ability to multitask is essential as consultants will resolve customer inquiries through a variety of methods of communication and will utilize documentation and programs to ensure a solution while the customer is on the call. Our Hematology team supports troubleshooting a wide variety of products such as our ProCyte, ProCyte 1, and LaserCyte analyzers.

Does that sound like you? 

We are hiring for this position with a start date November 16, 2026.

Why this role matters: 

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. 

In the role of Customer and Technical Support Consultant - Hematology: 

• You will be primarily responsible for answering in-bound phone calls in regard to our in-house diagnostic analyzers(Procycte and Lasercyte).

-Day to day tasks will include:  

• Troubleshoot hardware technical problems as well as software integration issues. 
• You will assist with equipment installations and shutdowns. 
• Provide proactive education on maintenance, workflows and preparation of Hematology samples. 
• Tracking case notes appropriately.

What You Need to Succeed: 

• The ideal candidate will have a blend of technical skills as well as customer service. 
• It is important to have strong computer and technical skills, with the aptitude to learn applicable software and hardware.
• The ability to provide extraordinary customer service. 
• You possess an Associate’s or Bachelors degree in a computer-related discipline or scientific (Biology/Hematology/etc) discipline is preferred or equivalent combination of education and experience.
• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful. 
• You can learn quickly and apply skills and abilities to a variety of customer interactions. 
• Superb listening and communication (verbal and written) skills are a must in order to be a successful customer support specialist. Strong interpersonal skills with the ability to establish rapport quickly are equally important qualities to have. 
• Experience in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful. 
• Ability to be on the phone for 8 hours a day.

Schedule:

• This role requires scheduling flexibility (the ability to work days, evenings until 9 pm, and weekends on a rotating basis).
• On-call time may be required. 
• Reliable and dependable attendance is an essential function of this position.

Location: New hire training and onboarding will be done virtually. After training, we offer onsite, hybrid, or remote schedules. 

What you can expect from us: 

• Hourly rate of $20 / hour + based on experience & shift-differential pay offered for later shifts
• Opportunity for annual cash bonus
• Health / Dental / Vision Benefits Day-One
• 5% matching 401k
• Additional benefits including but not limited to financial support, pet insurance, mental health resources, volunteer paid days off, employee stock program, foundation donation matching, and much more

Why IDEXX?

We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve since 1983, our team members help pet owners worldwide keep their companion animals healthy and happy, ensure safe drinking water for billions, and help farmers protect livestock and poultry from disease.

We have customers in over 175 countries and a collaborative global workforce. Our culture is one that embraces challenges and encourages learning and discovery. At IDEXX, you’ll be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Knowing our work makes a meaningful impact on the health and well-being of pets and people is what motivates us every day. If meaningful work and a sense of purpose are at the top of your list, you’ll find it here.

Let’s pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

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