Technical Website Support Specialist
About The Position
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. Take customer calls, emails and chats as assigned and respond to customer requests in a timely and accurate manner. Participate in after-hours on-call rotation as needed. 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.
Requirements
- Minimum of high school diploma.
- Minimum of 2 years computer and software service experience in a fast-paced business environment.
- Minimum of 1 year supporting software applications for external customers 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 and email responses.
- Fluent English.
Nice To Haves
- 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 email configuration.
- Basic understanding of DNS records and domain names.
- Basic understanding of Windows folder and registry structure.
- Bilingual would be helpful.
Responsibilities
- Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support.
- Take customer calls, emails and chats as assigned and respond to customer requests in a timely and accurate manner.
- Participate in after-hours on-call rotation as needed.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
