Website Support Specialist

Antech•Loveland, CO

7d•$22 - $28

About The Position

We understand that the world we want tomorrow starts with how we do business today, and that’s why we’re inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each other’s growth and development. Our culture is centered on our guiding philosophy, The Five Principles: Quality, Responsibility, Mutuality, Efficiency and Freedom. Today Antech is driving the future of pet health as part of Mars Science & Diagnostics, a family-owned company focused on veterinary care. Current Associates will need to apply through the internal career site. Please log into Workday and click on Menu or View All Apps, select the Jobs Hub app, then click the magnifying glass to Browse Jobs. The Target Pay Range for this position is as follows: • Loveland, Colorado: The Target Pay Range for this position is $22-$27 Hourly. • Fountain Valley, California: The Target Pay Range for this position is $23-$28 Hourly. At Antech, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget. Job Purpose The Customer Support Website Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This position’s primary function is to provide support to Antech customers when concerns arise with access to Antech’s Web Applications, Customer Portals, and E-commerce sites. This associate will also assist with some minor functions related to basic questions related to integration of Antech data within a customer’s practice management software.

Requirements

High School Diploma or equivalent; bachelor’s degree preferred.
Previous experience in a help desk or customer support role, with a focus on technical troubleshooting and call handling.
Familiarity with ticketing systems (e.g., Zendesk, Freshdesk), Salesforce and Web-based applications experience preferred (Not required)
Strong verbal and written communication skills, with the ability to articulate technical issues and solutions clearly.
Strong analytical and troubleshooting skills, with the ability to quickly understand and resolve technical problems.
A passion for providing exceptional customer service and ensuring customer satisfaction.
Ability to communicate a message to associates, peers and leadership that inspires action in support of customer needs. Verbal, written and virtual communication modes will be frequently used.
Proven ability to work effectively with end users is required.
Ability to effectively shift attention between various tasks, team needs, and business demands.
Ability to manage customer technical issues and complaints through problem solving, critical thinking, and analytical skills.
Displays strong organizational, analytical, problem solving, and communication skills; strong active listening skills; high attention to detail, and ability to convey and teach technical information concisely.
Ability and diligent willingness to enter and maintain accurate and thorough records and notes on each customer interaction, including selection of various categorical designations used for post-sale analytical reports and evaluations.
Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer focus.
Is available to and works both independently and cooperatively with associates.
Understands the workload of the team and strives to provide balance between all members of the team.
Ability to work in a corporate environment where daily client interaction is over the phone and at the computer.
Ability to communicate verbally on the telephone and in person

Responsibilities

Answer incoming customer calls and inquiries, providing timely assistance to resolve issues or escalate as necessary.
Work efficiently within the ticketing system, creating, managing, and closing tickets based on customer issues or requests.
Troubleshoot technical issues reported by customers, identifying root causes and providing effective solutions or corrective steps.
Resolve username and password issues for end users accessing Antech websites and portals.
Provide support to internal teams such as technical support, order management, Support Enablement, Sales, and lab associates by answering questions and resolving cross-functional issues.
Assist with the escalation of more complex issues to appropriate internal departments or higher-level support when needed.
Professionally interact with customers via phone, email, and chat to address inquiries, concerns, and requests for assistance.
Document and log all customer interactions and technical issues clearly in the ticketing system, ensuring follow-up actions are tracked and completed in a timely manner.
Collaborate with technical content specialists to create, update, and maintain helpful self-help documents and knowledge base articles for both customers and internal associates.
Ensure customers have access to resources that empower them to troubleshoot and resolve common issues independently.
Manage the lifecycle of customer support tickets, ensuring issues are resolved promptly, and keeping customers informed of progress.
Prioritize incoming tickets based on urgency, ensuring high-priority and time-sensitive issues are addressed first.
Investigate, analyze, and resolve technical issues related to software, systems, and services.
Provide actionable, clear instructions to customers for solving problems and ensure their satisfaction through the process.
Identify and escalate complex issues to appropriate teams when necessary, ensuring that customer problems are addressed in a timely manner.
Maintain professional communication with customers, ensuring they are kept informed throughout the escalation process.
Maintain accurate records of customer interactions, including contact information, issue details, and resolutions, in the customer management software.
Report recurring technical issues and contribute to team discussions aimed at improving customer support processes.