Technical Support Specialist
As a Technical Support Specialist, you will provide technical support to all customers using a ticket-based case tracking system and knowledge base. Technical Support Specialist agents field customer requests via phone, email, and chat.
Here is more of what you’ll get to do:
- Provide technical support for customer software applications, including proprietary software, email and website support
Sign into the email, phone, and chat queues and take calls 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 tech 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
You’ll thrive in this role if you have:
- Associate's degree in computer science or related field.
- Minimum of 3 years computer and software service experience in a fast-paced business environment.
- Minimum of 2-3 years supporting customer applications via phone in technical help desk environment.
- Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibility
- Working knowledge of website design, mobile-first and responsive web design, and CSS frameworks such as Bootstrap and flexbox
- Basic understanding of Windows folder and registry structure
- Basic understanding of DNS records and domain names
- Intermediate 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.
Skills Required
- Associate's degree in computer science or a related field
- At least 3 years of computer and software service experience in a fast-paced business environment
- At least 2 to 3 years of experience supporting customer applications by phone in a technical help desk environment
- Working knowledge of HTML, CSS, LESS or SASS, JavaScript, and jQuery
- Knowledge of layout design, cross-browser compatibility, and accessibility concepts
- Working knowledge of website design, mobile-first design, responsive web design, Bootstrap, and Flexbox
- Basic understanding of Windows folder and registry structure
- Basic understanding of DNS records and domain names
- Intermediate proficiency with Microsoft Office, including Outlook and Word
- Experience with CRM systems
- Ability to work interdepartmentally to accomplish objectives
- Ability to understand customer problems and ask clarifying questions
- Ability to identify, analyze, and solve complex computer problems
- Ability to explain technical information to nontechnical users
- Strong writing skills for instructions and email and chat responses
- Ability to learn and adapt to changing technologies and services
What We Do
Fueling Dealer Growth LeadVenture's technology platforms power over 40,000 dealers. LeadVenture is the preeminent digital solutions provider with a proven track record in websites, digital retailing, eCommerce, parts, garments and accessories, and digital marketing. We serve over 200 OEMs and Distributors and 40,000 dealership customers. Our mission is to revolutionize your digital outreach with turnkey solutions, helping you achieve sustainable growth through increased sales
