Technical Support Specialist

Description

• Provide first 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, chats 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 technical 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. 

• Ready to assist customers by scheduled start time. 
• Manage the Phone and Chat Client to ensure calls and chats are answered promptly and emails are answered within four business hours. 
• Be accountable and responsible for procedures, cases and work assigned. 
• Maintain a backlog of no more than 15 active cases (new, in progress, waiting on customer). 
• Educate customers to be experts on DealerSpike products. 
• Attend team meetings where development updates, ongoing education and recognition are discussed. 
• Attend individual meetings to discuss personal needs, track progress and identify areas of improvement. 
• Cultivate a team environment with a fun and positive attitude. 
• Recognize the achievements of coworkers. 

• Minimum of 2 years computer and software service experience in a fast-paced business environment. 
• Minimum of 1 years supporting customer applications via phone in technical help desk environment. 
• Skilled 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. 
• Basic understanding of DNS records and domain names. 
• Basic understanding of HTML and CSS. 
• Basic understanding of Windows folder and registry structure.