Technical Website Support Specialist

6 Months ago • 2 Years +

Job Summary

Job Description

The Technical Support Specialist Tier I will provide first-level technical support to external customers for LeadVenture software applications, including proprietary software, email, and website support. Responsibilities include answering calls, emails, and chat sessions, responding to customer requests, managing incoming requests (triage), troubleshooting unclear requests, facilitating complex tasks, updating tickets, maintaining records, and recognizing trends in customer calls. The specialist will also recommend process improvements and perform additional assigned responsibilities.

Must have:

Provide technical support for software applications.
Answer calls, emails, and chat sessions.
Manage incoming requests from internal and external parties.
Troubleshoot unclear requests.
Update and track tickets.
Complete and maintain records.
Recognize and alert supervisors of trends.
Minimum of high school diploma.
2 years of computer and software service experience.
1 year supporting software applications for external customers.
Skilled in Microsoft Office suite.
Experience with HTML, CSS, and JavaScript.
Ability to work inter-departmentally.
Understand customer problems and ask questions.
Ability to solve complex problems.
Describe technical information in a way that is easy to understand.
Strong writing skills.

Good to have:

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

8 skills required

8 skills required for this role

Add these skills to join the top 1% applicants for this job

html

javascript

css

microsoft-office

data-structures

dns

excel

ms-office

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.