Dealer Spike LLC

Customer Support

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 . Sign into the phone queue and take calls , emails and chat sessions as assigned and respond to customer requests in a timely and accurate manner . 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 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 years supporting software applications for external customer via phone chat and email in technical help desk environment. Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.) . Documented e xperience with HTML, CSS, and JavaScript . Demonstrated a bility to work inter-departmentally to accomplish objectives . A bility to understand customer problems and know when to ask clarifying questions. Ability to identify analyze and solve complex problems related to LeadVenture applications . A bility to describe technical information in a way that a nontechnical person can understand. Strong writing skills in preparing instructions , 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 DNS records and domain names . Basic understanding of Windows folder and registry structure . Bilingual would be helpful .

Technical Support Specialist, Website

Implementation Specialist

• Communicate with customers during the design and build of their website and make sure they stay on track to reach their goal go-live date
• Serve as a liaison between the Implementation Specialist team and other teams within the Website Development department
• Explain and educate the customer on website standards and best practices
• Manage several customer projects at any given time and serve as a point of contact for your customers throughout the development of their website
• Develop specifications for the overall design and content of the customer’s website based on the needs of the specific business and communicate that information to the development team
• Coordinate with the development team to deliver a quality product to the customer
• Perform small updates to customer websites. Send larger updates to our Builders and Graphic Designers for completion.
• Work with your customers to assist with getting their site live on their chosen domain. This will include purchasing and transferring domains as well as editing DNS record.