Technical Support Specialist III

Dealer Spike

16d

About The Position

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. 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.

Requirements

• 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
• Comfortable working in a team and managing frequent interruptions
• Clear speaking voice / good phone skills
• Enjoys technical challenges and working to develop creative solutions

Nice To Haves

• Previous customer service experience (2+ years preferred)
• Previous web development experience (1+ years preferred)

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees