Website Support Specialist

We understand that the world we want tomorrow starts with how we do business today and thats why were inspired to make A Better World for Pets. Antech is comprised of a diverse team of individuals who are committed to each others 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 MarsScience & Diagnostics a familyowned 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.

Work Type: Hybrid

This is a Hybrid role based out of one of our offices located in Loveland Colorado or Fountain Valley California.

The Target Pay for this position is $19.23$24.00 an hour. At Antech pay decisions are determined usingfactors such as relevant jobrelated skills experience education training and budget.

Job Purpose/Overview

The Customer Support Website Support Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support. This positions primary function is to provide support to Antech customers when concerns arise with access to Antechs Web Applications Customer Portals and Ecommerce sites. This associate will also assist with some minor functions related to basic questions related to integration of Antech data within a customers practice management software.

Essential Duties and Responsibilities

• Customer Support: 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
• Internal Team Collaboration: Provide support to internal teams such as technical support order management Support Enablement Sales and lab associates by answering questions and resolving crossfunctional issues. Assist with the escalation of more complex issues to appropriate internal departments or higherlevel support when needed.
• Customer Interaction and Communication: 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 followup actions are tracked and completed in a timely manner.
• Content and Documentation Support:Collaborate with technical content specialists to create update and maintain helpful selfhelp 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.
• Ticket Management: 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 highpriority and timesensitive issues are addressed first.
• Troubleshooting and Issue Resolution: 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.
• Escalation Management: 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.
• Reporting and Documentation: 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.

Education and Experience

• High School Diploma or equivalent; bachelors degree preferred.
• Experience: Previous experience in a help desk or customer support role with a focus on technical troubleshooting and call handling.
• Technical Skills: Familiarity with ticketing systems (e.g. Zendesk Freshdesk) Salesforce and Webbased applications experience preferred (Not required)
• Communication Skills: Strong verbal and written communication skills with the ability to articulate technical issues and solutions clearly.
• ProblemSolving: Strong analytical and troubleshooting skills with the ability to quickly understand and resolve technical problems.
• CustomerFocused: A passion for providing exceptional customer service and ensuring customer satisfaction.

Knowledge Skills and Abilities

• 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 postsale 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

Working Conditions

The associate is regularly required to apply manual dexterity including hand/wrist flexibility for computer keyboarding. The associate frequently is required to sit for extended periods of time stand walk and reach with hands and arms. The associate is frequently required to hear and speak in order to use the telephone make presentations and communicate with people in an office or virtual environment. The associate is occasionally required to sit and stoop bend kneel or crouch. The associate must occasionally lift and/or move up to 15 pounds.

The associate will primarily work in a typical office environment. The noise level in the work environment is usually moderate. The associate will be required to use a computer spreadsheets data base management email video conferencing and the Internet. The associate is frequently required to use a calculator; fax copy machine and phone system. The associate must occasionally use media equipment such as an overhead projector PowerPoint and Microsoft Teams. Environment where pets are present

About Antech

Antech is a leader in veterinary diagnostics driven by our passion for innovation that delivers better animal health outcomes. Our products and services span 90 reference laboratories around the globe; inhouse diagnostic laboratory instruments and consumables including rapid assay diagnostic products and digital cytology services; local and cloudbased data services; practice information management software and related software and support; veterinary imaging and technology; veterinary professional education and training; and boardcertified specialist support services.

Antech offers an industry competitive benefits package and continues to invest in and evolve benefits programs that meet the health wellness and financial needs of our associates.

• All Fulltime associates are eligible for the following benefits and more:

• Paid Time Off & Holidays

• Medical Dental Vision (Multiple Plans Available)

• Basic Life (Company Paid) & Supplemental Life

• Short and Long Term Disability (Company Paid)

• Flexible Spending Accounts/Health Savings Accounts

• Paid Parental Leave

• 401(k) with company match

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

We are proud to be an Equal Opportunity Employer Veterans / Disabled. For a complete EEO statement please see our Career page at Antech Careers.

Note to Search Firms/Agencies

Antech Diagnostics Inc. and its subsidiaries and affiliates (Antech) do not compensate search firms for unsolicited assistance unless they have a written search agreement with Antech and the requisition is positionspecific. Any resumes curriculum vitae and other unsolicited assistance from search firms that do not have a written search agreement or positionspecific requisition submitted to any Associate of Antech will be deemed the sole property of Antech and no fee will be paid in the event the candidate is hired by Antech.