Dealer Spike LLC

Customer Support

• 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.

Technical Website Support Specialist