The Customer Support Specialist role offers an exciting opportunity for individuals who enjoy solving problems, helping people, and working with innovative technology. Based in Auckland, this position is part of a fast-growing support team that delivers exceptional service to a global customer base. Every day brings new challenges, learning opportunities, and the chance to make a real impact on veterinary practices around the world.
About the Company
ezyVet is a cloud-based Veterinary Practice Management Software and part of the IDEXX Veterinary Software portfolio. IDEXX is a global leader in veterinary diagnostics and software solutions, operating in over 175 countries with a workforce of more than 10,000 employees. ezyVet focuses on innovation and technology to help veterinary clinics save time, increase revenue, improve client communication, and reduce workplace stress. By combining pets and technology, ezyVet plays a key role in enhancing animal health and supporting veterinary professionals worldwide.
Responsibilities
- Support veterinary customers globally through high-quality phone and email customer service
- Troubleshoot complex workflow and technical issues related to ezyVet software
- Manage and resolve support tickets efficiently until completion
- Gain a deep understanding of how customers use the software to optimize their clinic operations
- Assist in delivering training webinars focused on specific ezyVet features
- Continuously learn new product updates and features to stay ahead in a fast-evolving environment
- Collaborate with the support team to transition from reactive support to proactive customer success
Requirements
- Strong verbal and written communication skills
- Willingness to work a rotating support roster, including weekends every 4–5 weeks
- Ability to work flexible shifts (6am–3pm or 10am–7pm) assigned in advance
- Passion for technology, veterinary care, or both
- Previous experience in a veterinary clinic or with ezyVet software is an advantage
- Problem-solving mindset with the ability to manage multiple tasks effectively
Skills
- Excellent customer service and interpersonal skills
- Empathy, resilience, and a calm approach to problem-solving
- Strong analytical and technical aptitude
- Ability to learn quickly and adapt to new features and systems
- Team-oriented mindset with a proactive attitude
- Desire to help businesses succeed and improve operational efficiency
Benefits
- Structured onboarding, induction, and continuous professional development
- Supportive team culture with a strong focus on collaboration and fun
- Fully subsidized Southern Cross health insurance
- Modern office facilities including a gym and rooftop terrace
- High-quality tech equipment for work and personal use
- Dog-friendly workplace
- Complimentary coffee, fruit, and Food Truck Fridays
- Clear career pathways and opportunities for long-term growth within IDEXX
