About the role
Technical Support Specialist
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.
Qualifications
Education and Experience:
- 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. - Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence. - 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.
Desired Experience:
- 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.
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