Technical Support Specialist

Description

Position at LeadVenture

• Technical Support Specialist

  As a Technical Support Specialist, you will provide technical support to all customers using a ticket-based case tracking system and knowledge base. Technical Support Specialist agents field customer requests via phone, email, and chat.

  Here is more of what you’llget to do:

  • • Provide technical support for customer software applications, including proprietary software, emailand website support

  • Sign into the email, phone, and chat queues and take calls or emails as assigned and respond to customer requests in a timelyand accuratemanner

  • Initiate, update, trackand close tickets through work order system

  • Complete and maintainall required paperwork, records, documentsand tech support logs according to established procedures

  • Recognize, documentand alert the supervisor of trends in customer calls and issues

  • Escalate complex issues to appropriate staff

  • Recommend process improvements

  • Perform additionalresponsibilities as assigned

  You’llthrive in this role if you have:

  • Associate's degree in computer science or related field.
  • Minimum of 3 yearscomputer and software service experience in a fast-paced business environment.
  • Minimum of 2-3 years supporting customer applications via phone in technical help desk environment.
  • Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibility
  • Working knowledge of website design, mobile-first and responsive web design, and CSS frameworks such as Bootstrap and flexbox
  • Basic understanding of Windows folder and registry structure
  • Basic understanding of DNS records and domain names
  • Intermediate inMicrosoft Office suite (Outlook, Word, Excel, CRM, etc.)

• Demonstrated ability to work inter-departmentally to accomplishobjectives

  Ability to understand customer problems and know when to ask clarifying questions.

  Ability to identifyboth complex computer problems, analyze them, and solve them.

  Ability to describe technical information in a way that a nontechnical person can understand.

  Strong writing skills in preparing instructions and email and chat responses.

  High capacity to learn and adapt to changing technologies and service.