Technical Support Specialist
LeadVenture™
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Provide second level technical support for customer software applications, including proprietary software, email and website support.
- Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner.
- Initiate, update, track and close tickets through work order system.
- 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.
- Escalate complex issues to appropriate staff.
- Recommend process improvements.
- Perform additional responsibilities as assigned.
Requirements
- Associates Degree in Computer Science or related field.
- Minimum of 3 years computer and software service experience in a fast-paced business environment.
- Minimum of 2-3 years supporting customer applications via phone in technical help desk environment.
- Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibility
- Working knowledge of website design, mobile-first and responsive web design, and CSS frameworks such as Bootstrap and flexbox
- Basic understanding of Windows folder and registry structure
- Basic understanding of DNS records and domain names
- Intermediate in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)
- Demonstrated ability to work inter-departmentally to accomplish objectives
- Ability to understand customer problems and know when to ask clarifying questions.
- Ability to identify both complex computer problems, analyze them, and solve them.
- Ability to describe technical information in a way that a nontechnical person can understand.
- Strong writing skills in preparing instructions and email and chat responses.
- High capacity to learn and adapt to changing technologies and service.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
HTMLCSSLESSSASSJavaScriptjQuerywebsite designresponsive web designCSS frameworksMicrosoft Office
Soft Skills
inter-departmental collaborationproblem-solvingcommunicationwriting skillsadaptabilitycustomer serviceprocess improvementtrend recognitionticket managementtechnical documentation
Certifications
Associates Degree in Computer Science