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Software Support Technician(P)

Company Name:
IDEXX
## Description
IDEXX Laboratories, Inc. is a leader in pet healthcare innovation, serving practicing veterinarians around the world with a broad range of diagnostic and information technology-based products and services. IDEXX products enhance the ability of veterinarians to provide advanced medical care, improve staff efficiency and build more economically successful practices. IDEXX is also a worldwide leader in providing diagnostic tests and information for livestock and poultry and tests for the quality and safety of water and milk. Headquartered in Maine, IDEXX Laboratories employs more than 5,500 people and offers products to customers in over 100 countries.
The Software Technician position provides phone support for veterinarians related to their Cornerstone practice management software. Support may consist of answering customer questions, explaining products and services, configuring or troubleshooting computer software, database or data communication issues, or other priorities. Determines customer needs, researches and provides solutions, coordinating with other team members as needed. Works to ensure ongoing customer satisfaction and continuing strong customer relationships.
PRIMARY DUTIES AND RESPONSIBILITIES:
Provides support to customer through troubleshooting and solving computer software issues and other questions. Maintains customer documentation and information on their computer system.
Receives, troubleshoots and resolves inbound customer and internally escalated calls relating to Cornerstone practice management software issues. Provides appropriate level of troubleshooting and advice for technical issues to technical and non-technical customers.
Performs variety of software related activities including database-related support work to ensure smooth customer experiences. Troubleshoots systems interfaces with customers ensuring databases are accurate and functioning properly.
## Qualifications
EDUCATION:
Associate Degree in Computer Networking or Information Systems, or 4 year degree in Computer-related field preferred, or equivalent experience.
EXPERIENCE:
Familiarity with customer service, technically-related fields, veterinary practices preferred.
Demonstrated skill in dealing with customers
Experience with business software packages, databases, and query and programming languages,(SQL is a plus).
May manage escalated issues with other internal/external groups to ensure resolution.
REQUIRED SKILLS AND ABILITIES:
Strong customer facing inter-personal skills, with experience working with customers and maintaining good customer relationships.
Technical record keeping management skills.
Reasoning and analytical skills to resolve issues.
Phone skills, with ability to establish rapport.
Attention to detail.
Organized with ability to multi-task.
Ability to work independently and as part of a team.
Communication skills, both verbal and written, including ability to communicate complex technical issues to technical and non-technical users in a professional, positive, friendly and understandable manner.
Prefer demonstrated understanding of enterprise-wide software (i.e. accounting packages, SAP, MRP, etc.)
Strong computer and technical skills, with aptitude to learn applicable software and hardware as needed.
Working knowledge of operating systems
Able to successfully communicate complex computer-related issues to technical and non-technical users.
PHYSICAL DEMANDS:
Extensive sitting, phone and computer use.
Pager may be required based on skill and business need.
Specific vision abilities required may include close vision.
Hearing acuity sufficient to effectively communicate with customers and Employees via telephone and in person.
Ability to communicate verbally on phone and in person.
Fluency in the English language.
Weekend hours and weekday overtime may be required as well as ability to work flexible work schedule may be required, based on business need.
WORK ENVIRONMENT:
General office environment.
Normal office noise level, with occasional moderate noise.
No unsolicited Employment Agency resumes are accepted.
EOE/M/F/D/V
Job: Customer Support
Primary Location: Americas-United States-Wisconsin-Eau Claire WI
Schedule: Full-time
Job Posting: Mar 26, 2014, 5:13:28 PM
Req ID: 20000172-20140324

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