Technical Support Specialist

2 Months ago • 2 Years +

Job Summary

Job Description

As a Technical Support Specialist Tier I, you will provide first-level technical support to external customers for LeadVenture software applications. Responsibilities include answering calls, emails, and chat sessions, managing incoming requests, troubleshooting issues, initiating and tracking tickets, and maintaining records. You'll also identify trends and recommend process improvements. The role requires strong communication skills and the ability to explain technical information clearly.
Must have:
  • Provide first-level technical support to customers.
  • Answer calls, emails, and chat sessions.
  • Troubleshoot unclear or incomplete requests.
  • Initiate and track tickets in the work order system.
  • Document experience with HTML, CSS, and JavaScript.
Good to have:
  • Associates degree or some college experience.
  • Basic understanding of DNS records and domain names.
  • Basic understanding of Windows folder and registry structure.
  • Bilingual language skills.

Job Details

Technical Support Specialist Tier I

Essential Duties and Responsibilities

  • Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support.
  • Sign into the phone queue and take calls, emails and chat sessions as assigned and respond to customer requests in a timely and accurate manner.
  • Manage (triage) incoming requests from both internal and external parties.
  • Effectively troubleshoot requests that are unclear or do not include enough details.
  • Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work.
  • Initiate, update, track and close tickets through work order system within standard timelines.
  • Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.
  • Recognize, document and alert the supervisor of trends in customer calls and issues.
  • Recommend process improvements.
  • Perform additional responsibilities as assigned.

 

Qualifications

Education and Experience:

  • Minimum of high school diploma.
  • Minimum of 2 years computer and software service experience in a fast-paced business environment.
  • Minimum of 1 years supporting software applications for external customer via phone chat and email in technical help desk environment.
  • Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.).
  • Documented experience with HTML, CSS, and JavaScript.
  • Demonstrated ability to work inter-departmentally to accomplish objectives.
  • Ability to understand customer problems and know when to ask clarifying questions.
  • Ability to identify analyze and solve complex problems related to LeadVenture applications.
  • Ability to describe technical information in a way that a nontechnical person can understand.
  • Strong writing skills in preparing instructions, email responses.
  • Fluent English.

 

Desired Experience:

  • Associates degree or some college experience in a technical area.
  • High capacity to learn and adapt to changing technologies and service requirements.
  • Basic understanding of DNS records and domain names.
  • Basic understanding of Windows folder and registry structure.
  • Bilingual would be helpful.

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