Website Support Specialist

Website Support Specialist page is loaded## Website Support Specialist locations:
Loveland, CO:
Antech - Fountain Valley time type:
Full time posted on:
Posted Todayjob requisition :
R-233247

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.
** 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 cross-functional issues. Assist with the escalation of more complex issues to appropriate internal departments or higher-level 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 follow-up actions are tracked and completed in a timely manner.
* ** Content and Documentation Support:
** 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.
* ** 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 high-priority and time-sensitive 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…