Mars

Website Support Specialist

Mars

full-time

Posted on:

Location Type: Office

Location: Loveland • Colorado • United States

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Salary

💰 $22 - $27 per hour

About the role

  • 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.
  • 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.
  • Manage the lifecycle of customer support tickets, ensuring issues are resolved promptly, and keeping customers informed of progress.
  • Investigate, analyze, and resolve technical issues related to software, systems, and services.

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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
technical troubleshootingticket managementissue resolutionroot cause analysiscustomer supportsoftware troubleshootingsystems troubleshootingcall handlingdocumentationanalytical skills
Soft Skills
communication skillscustomer serviceproblem-solvingcollaborationtime managementinterpersonal skillsattention to detailadaptabilityempathyactive listening
Certifications
High School DiplomaBachelor's degree