Technical Support Specialist III
Job Summary
Job Description
As a Technical Support Specialist III, you will provide technical support to customers using a ticket-based case tracking system and knowledge base. This role requires comprehensive knowledge of the Dealer Spike Web Platform and web development skills. You will handle customer requests via phone, email, and chat, solve customer problems efficiently, and provide education/coaching on the Dealer Spike website platform. Responsibilities include maintaining and updating client websites using HTML, CSS/LESS, and JavaScript (jQuery library), participating in training sessions, creating content for the knowledge base, and working with peers to resolve escalations, all while delivering a delightful technical support experience.
Must have:
- Working knowledge of HTML, CSS/LESS, JavaScript, jQuery
- Excellent written and verbal communication
- Critical thinking/problem-solving skills
- Clear speaking voice/good phone skills
Good to have:
- Knowledge of mobile-first, responsive web design, CSS frameworks
- 2+ years customer service experience
- 1+ years web development experience
- Comfortable working in a team and managing interruptions
- Enjoys technical challenges and creative solutions
10 skills required
Job Details
Technical Support Specialist III
This is a temporary, full-time position (12-month term)
As a Technical Support Specialist III, you will provide technical support to all customers using a ticket-based case tracking system and knowledge base. This requires comprehensive knowledge of the Dealer Spike Web Platform and web development skills. Technical Support Specialist III agents field customer requests via phone, email, and chat.
Here is more of what you’ll get to do:
- Maintain, update, and implement changes to client websites using HTML, CSS / LESS, and JavaScript (jQuery library)
- Handle customer requests via chat, email, and inbound/outbound calls
- Solve customer problems in a reasonable time frame
- Provide Dealer Spike website platform education/coaching to customers and co-workers as needed
- Participate in training sessions on new web technologies and product features
- Create content for the Dealer Spike Knowledge Base (internal and customer-facing)
- Work with peers and supervisors to resolve low-level escalations
- Deliver a technical support experience that delights customers
You’ll thrive in this role if you have:
- Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibility
- Working knowledge of mobile-first, responsive web design, and CSS frameworks such as Bootstrap and Flexbox
- Excellent written and verbal communication
- Critical thinking / problem-solving skills
- Previous customer service experience (2+ years preferred) Nice to have
- Previous web development experience (1+ years preferred) Nice to have
- Comfortable working in a team and managing frequent interruptions
- Clear speaking voice / good phone skills
- Enjoys technical challenges and working to develop creative solutions
Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!
Who we are:
LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
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