Support Specialist

Instinct Science

Remote Support Specialist assisting veterinary teams with Instinct Science’s practice software and clinical tools. Diagnosing product issues, resolving customer requests, and supporting onboarding.

Posted 8/21/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $50,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in veterinary terminology and workflows, with strong problem-solving abilities and effective communication skills. Capable of managing high volumes of customer inquiries while providing empathetic support and training on products and services.

Highest-signal resume keywords

Veterinary Terminology UnderstandingInstinct EMR ExperienceCustomer Service SkillsProblem-Solving SkillsClinical Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Interaction DocumentationIssue DiagnosisCreative WorkaroundsOnboarding AssistanceFollow-Up Management

Soft Skills

Excellent Verbal CommunicationExcellent Written CommunicationEmpathic AttitudeMultitasking Ability

Tools & Technologies

Instinct EMRITP Product

Industry Keywords

Veterinary Hospital ExperienceCustomer Inquiries ManagementTraining Sessions Participation

About the role

Key responsibilities & impact

Understand, categorize, and diagnose customer requests via email, chat, phone, social media, and other channels
Stay on top of production issues and suggest creative workarounds to coach users
Document customer interactions, issues, and resolutions
Conduct follow-ups and check the status of escalated matters to ensure full resolution
Participate in training sessions to enhance product knowledge and customer service skills
Assist with onboarding and training customers on products and services

Requirements

What you’ll need

Understanding of veterinary terminology and workflows
Excellent verbal and written communication skills
Ability to multitask and manage a high volume of customer inquiries
Strong problem-solving skills and ability to handle difficult or unexpected situations
Empathic and caring attitude
Availability to work overnights and weekends
3+ years experience in a veterinary hospital
Experience using or installing Instinct EMR
At least 6+ months hands-on experience with the Instinct EMR or ITP product (application requirement)
Clinical experience

Benefits

Comp & perks

Medical, dental and vision benefits
401K with match
Owner-like flexibility over work and time-off
Flow State Fridays
Generous stipend usable for almost anything
All-expense-paid time throughout the year together
Annual retreat