Technical Support Specialist

As a Technical Support Specialist at LeadVenture, you will provide comprehensive technical support to customers using a ticket-based system. This role requires in-depth knowledge of the InteractRV Web Platform and web development skills. You will handle customer requests via phone, email, and chat, troubleshoot software applications, manage tickets, and escalate complex issues. The position demands strong technical expertise in web technologies and customer service.

Must Have

• Provide second-level technical support for software applications
• Handle customer requests via phone, email, and chat
• Manage and track customer support tickets
• Maintain accurate records and tech support logs
• Identify and report trends in customer issues
• Escalate complex issues to senior staff
• Associate's degree in computer science or related field
• Minimum 3 years in computer and software service
• Minimum 2-3 years in technical help desk support
• Proficiency in HTML, CSS, JavaScript, jQuery, layout design
• Knowledge of cross-browser compatibility and accessibility
• Experience with website design, mobile-first, responsive web design
• Familiarity with CSS frameworks like Bootstrap and flexbox
• Basic understanding of Windows folder, registry, DNS, domains
• Intermediate skills in Microsoft Office suite (Outlook, Word, Excel, CRM)
• Ability to collaborate across departments
• Strong analytical and problem-solving abilities
• Excellent verbal and written communication skills
• High adaptability to changing technologies

As a Technical Support Specialist, you will provide technical support to all customers using a ticket-based case tracking system and knowledge base. This requires comprehensive knowledge of the InteractRV Web Platform and web development skills. Technical Support Specialist agents field customer requests via phone, email, and chat.

Here is more of what you’ll get to do:

• Provide second level technical support for customer software applications, including proprietary software, email and website support
• Sign into the email, phone, and chat queues and take calls or emails as assigned and respond to customer requests in a timely and accurate manner
• Initiate, update, track and close tickets through work order system
• 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
• Escalate complex issues to appropriate staff
• Recommend process improvements
• Perform additional responsibilities as assigned

You’ll thrive in this role if you have:

• Associate's degree in computer science or related field.
• Minimum of 3 years computer 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 in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)
• Demonstrated ability to work inter-departmentally to accomplish objectives
• Ability to understand customer problems and know when to ask clarifying questions.
• Ability to identify both 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.