LeadVenture™

Technical Website Support Specialist

LeadVenture™

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

JuniorMid-Level

Tech Stack

DNSJavaScript

About the role

  • 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 lacking details.
  • Facilitate workflow for complex tasks requiring 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 a 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 ask clarifying questions.
  • Ability to identify, analyze and solve complex problems related to LeadVenture applications.
  • Ability to describe technical information in a way a nontechnical person can understand.
  • Strong writing skills for preparing instructions and email responses.
  • Fluent English.
  • Desired: Associates degree or some college experience in a technical area.
  • Desired: Basic understanding of DNS records and domain names.
  • Desired: Basic understanding of Windows folder and registry structure.
  • Desired: Bilingual would be helpful.
  • Desired: High capacity to learn and adapt to changing technologies and service requirements.