Technical Website Support Specialist
LeadVenture™
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- 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
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 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 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
- Associates degree or some college experience in a technical area preferred
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HTMLCSSJavaScriptMicrosoft Officeemail configurationDNS recordsdomain namesWindows folder structureWindows registry structure
Soft Skills
problem solvingcommunicationwritingcustomer serviceadaptabilityinter-departmental collaborationclarifying questionsprocess improvement
Certifications
high school diplomaassociates degree