Supervisor, Technical Content Specialists

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.

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.

If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Career worklet on the landing page or search for Find Jobs.?

Must be located in or near Loveland, CO

Job Purpose/Overview

The Supervisor of the Customer Support Technical Content Specialist delivers on the Antech Customer Service Vision of unwavering commitment to empathetic and caring veterinary diagnostic support via the Support Enablement Team. The focus of this team is providing support to the Customer Support Teams through the creation and management of relevant technical information for the knowledge database for each team, providing a clear pathway for agents to grow in their consistency, knowledge, and accuracy. Assistance will also be provided to customer-facing marketing teams in addition to the support teams for the creation and management of customer-facing tools and documentation to increase customer knowledge of various tests or the use of various imaging and in-house diagnostic equipment. In addition to these standard role responsibilities, the Supervisor also provides hands-on team development support to the team by way of assisting with the mentorship and management of the team.

Essential Duties and Responsibilities

• Participates in general departmental procedure and policy planning to further develop team's skills along with other departments within the Support Enablement team.

• Serve as a mentor to other team members by sharing skills, knowledge, and expertise to assist in their growth and development.

• Regularly scheduled ride alongs/virtual coaching assistance for team members to assist in their development.

• Assists, in developing new team protocols, training and procedures to streamline the position and improve on efficiencies, productivity and customer satisfaction.

• Escalates concerns and ideas related to improved efficiency, improved cost savings, or improved employee safety and engagement to management for consideration and implementation

• Provide support to the management/supervisory staff within the department

• Assist with escalations from within the department.

• Contribute to management of disciplinary issues and material for annual employee reviews.

• Maintain an orderly department and create opportunities for improvement of overall workflow.

• Have a working understanding of all job functions of the various Customer SupportTeams

• Responsible for interfacing with IT as needed to maintain the Customer Support Knowledge Database Platforms

• Work closely with the KMT vendor during the initial rollout and then future support of the KMT

• Review existing internal processes and create appropriate documentation, as well as provide ongoing management and updating of this content

• Works closely with Customer Support leadership to make documentation to improve the both the associate and the customer experience.

• Documents areas of opportunity and responds to trends as identified by other members of the Support Enablement Team.

• Use analytical skills to collaborate with Directors and team leaders to recommend workflow or SOP improvements

• Create and maintain databases and spreadsheets as needed to manage content

• Create, run, and maintainany recommended reports

• Ability to partner with other team members of the Support Enablement Team as well as team training & onboarding specialists and other technical content specialists to ensure that each Customer Support team is maximizing agent preparation and responding to business needs.

• Review, improve and publish knowledge articles as needed according to an audit plan that will be defined as part of the publishing workflow, ensuring accuracy and adherence to the quality defined by the Client Services leadership team

• Organize and update materials for new hires as needed

• Ensure all relevant content is reviewed every 12 months or earlier as needed

• Provide advanced administrative and analytical support for the customer service teams

• Performs other duties as assigned.

Education and Experience

• Minimum of 5 years call center experience as a trainer, manager/supervisory, project manager, analyst or knowledge writer managing content is required

• Experience in the medical field as a veterinary technician, laboratory technician or medical assistant is preferred

• Minimum 2 years of experience as a technical writer preferred

• Minimum 2 years managing a Content Management System (CMS) preferred

• Bachelor's Degree preferred

• Strong knowledge of collaboration tools or existing knowledge management systems

• Ability to perform well as both an individual and as a member of a team

• Passion for collaborating with a customer-centric teams

Knowledge, Skills and Abilities

• Ability to communicate a message to associates, peers and leadership that inspires action in support of customer and associate needs. Verbal, written and virtual communication modes will be frequently used.

• Ability to effectively shift attention between various tasks, team needs, and business demands.

• 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 to define problems, collect data, establish facts, and draw valid conclusions and make recommendations based on history/presentation provided via phone and email.

• Consistently displays a calm demeanor, empathy, and professionalism, while maintaining a strong customer and associate focus.

• Ability to analyze and pull together patterns to identify areas for improvement

• Excellent verbal and written communication skills

• Outstanding written and verbal communication skills, particularly in explaining and describing concepts, and in providing feedback in procedures and process updates

• Ability to create targeted knowledge-base articles that spans multiple audiences with ability to consider employee experience as the framework for article creation

• Need to understand the impact of accurately structured, searchable content on associate and customer abilities to self-serve

• Ability to work with vendors and technology staff

Travel

Travel requirements could be up to 5% of the time with peaks and valleys throughout the year.

Working Conditions

Complete how the job gets done and the way it operates

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 or a remote home office. 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.

The Target Pay Range for this position is $74,000 - $90,000 annually. At Mars, pay decisions are determined using factors such as relevant job-related skills, experience, education, training and budget.

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.

Full-time employees are eligible for the following benefits and more:

• 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

• Paid Time Off & Holidays

• Tuition/Continuing Education Reimbursement

• Life Assistance Program

• Pet Care Discounts

• Several other health and wellness benefits

We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at?Antech Careers (~~~/)

We are a rapidly growing, stable company with excellent advancement opportunity. We offer a great benefits package and associate pet health benefits too! If you are passionate about animal healthcare, are motivated by making a difference we want to hear from you!

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