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Technical Website Support Specialist
LeadVenture™Technical Support Specialist providing Level II support for LeadVenture software applications via calls, email, and chat. Troubleshooting technical issues and assisting external customers in a remote capacity.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for software applications, effectively managing customer interactions through various communication channels, and maintaining accurate documentation and records. Proficient in troubleshooting and recommending process improvements to enhance customer satisfaction.
Highest-signal resume keywords
Technical SupportCustomer ServiceHTMLCSSJavaScript
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportSoftware Service ExperienceHTMLCSSJavaScriptMicrosoft Office SuiteWork Order System ManagementTroubleshootingDocumentationProcess Improvement
Soft Skills
Strong Writing SkillsCustomer Problem UnderstandingClarifying Questions
Tools & Technologies
LeadVenture Software ApplicationsWork Order SystemMicrosoft OutlookMicrosoft WordMicrosoft ExcelMicrosoft PowerPoint
Industry Keywords
Technical Help DeskCustomer CallsEmail SupportChat SupportFast-Paced Business Environment
About the role
Key responsibilities & impact- Provide first level technical support to external customers for LeadVenture software applications
- 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
What you’ll need- 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
- Ability to understand customer problems and know when to ask clarifying questions
- Strong writing skills in preparing instructions and email responses
- Fluent English
- Associates degree or some college experience in a technical area (desired)
Benefits
Comp & perks- Remote work
- Flexible work arrangements
- Professional development opportunities