• Act as a primary point of contact for customer inquiries across support channels (email, LiveChat, phone, etc.). • Troubleshoot and resolve first-line issues with accuracy, empathy, and efficiency. • Own and manage escalated cases, including sensitive issues such as medical complaints, ensuring timely and appropriate resolution. • Coordinate second-line and escalated issues with BD/AMs and cross-functional partners. • Provide day-to-day support to CS team members, stepping in to assist with complex or high-priority tickets. • Serve as a go-to resource for all things Roo CS, helping guide decision-making and best practices. • Monitor team workload and performance metrics to ensure service levels and processes are being met. • Lead onboarding and training efforts for new hires, ensuring a smooth ramp-up and strong foundation. • Conduct QA audits on tickets and provide real-time, constructive feedback to improve individual and team performance. • Support ongoing coaching and development of team members. • Maintain accurate documentation in Zendesk, ensuring all customer interactions and tickets are properly logged. • Identify workflow gaps and recommend system or process improvements to increase efficiency and scalability. • Update and maintain macros, help center articles, and internal documentation to reflect current best practices. • Proactively document “rainy day” scenarios and share learnings to strengthen team preparedness. • Partner with Finance, Data, and other teams on reconciliation, reporting, and operational workflows. • Facilitate smooth cross-functional handoffs to ensure continuity and accountability. • Generate reports and insights as needed to support decision-making and operational improvements.

• Handling a large volume of calls • Conducting telephone screening on a variety of both inbound/outbound calls • Engaging in positive interactions to effectively meet the needs of the customers.

Our Customer 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 customer every 5 minutes on average (50-70 calls daily). 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 Customer Support Consultants are working from home fulltime and will continue to remain virtual. This means that we are providing our onboarding, training, and support for our new hires (like yourself) virtually as well. In the role of Reference Laboratory Customer Support Consultant: - You will act as the liaison between customers and the IDEXX laboratories. - As a member of this team, you will answer customer questions and quickly and effectively resolve issues. - You will provide and clarify lab test results, coordinate follow-up tests on samples, and help coordinate the pickup and delivery of samples. What You Need to Succeed : - The ideal candidate will be fluent in both French and English - The ideal candidate will be highly motivated, goal-oriented, and a strong collaborator. - A proven track record of providing extraordinary customer service. - You are experienced in a technically related field, veterinary practice, laboratory setting, and/or contact center environment is helpful. - It is important to have strong computer and technical skills. - You will be a master problem solver with fine attention to detail while leveraging your strong organizational skills in a multi-tasking environment. - You have the ability to 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. - You possess an associate’s or bachelor's degree in a computer-related discipline or scientific (Biology/Chemistry/etc.) discipline is preferred or equivalent combination of education and experience. - Ability to be on the phone for 8 hours a day in a quiet workspace or office. *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. Schedule:  - This role requires schedule flexibility. The ability to work 8.5 hours between 11:30am and 8:00pm EST Monday-Friday and Saturdays (9am -5:30pm EST) on a rotating basis. - Reliable and dependable attendance is an essential function of this position. What you can expect from us: - Hourly rate of $20/hr + based on experience - Eligible for annual bonus - Health / Dental / Vision Benefits Why IDEXX We’re proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 10,000 talented people. So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.   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. #LI- REMOTE

• The Technical Customer Care Specialist will manage a variety of interactions with clients via phone, email, and other methods of communication supporting the DMS technical call center. • Handle routine customer questions relating to product usage, as well as technical support issues. • Maintains expert-level knowledge of Dealertrack Solutions and Products. • Develops and maintains strong technical expertise in Dealertrack products and those devices and platforms upon which the products function. • Accurately logs all customer information in the CRM customer ticketing system. • Adhere to corporate objectives for ticket processing and associated support service level agreements for response time and ticket closure. • Follow-up skills • Ability to handle and respond to multiple open issues • Able to work independently with little direction and multi-task and handle various tickets at once while being extremely productive and timely. • Ability to work required shifts both independently and within a team organization. • Facilitate communication from Support Team to other departments as needed to complete Cases.