Technical Support Specialist
Job description
- Technical Support Specialist
- As a Technical Support Specialist, you will provide technical support to all customers using a ticket-based case tracking system and knowledge base. Technical Support Specialist agents field customer requests via phone, email, and chat.
- Here is more of what you’ll get to do:
- Provide technical support for customer software applications, including proprietary software, email and website support
Sign into the email, phone, and chat queues and take calls 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
- Associate's 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.
You’ll thrive in this role if you have:
Skills mentioned
LeadVenture is a prominent digital solutions provider established to empower over 40,000 dealerships across various industries, including powersports, marine, RV, and agriculture. With a strong focus on innovation, LeadVenture has built a significant presence as a leader in the digital retailing and eCommerce space. The company offers a wide array of state-of-the-art technology platforms, providing essential services such as customizable websites, inventory management, lead management, and automated email marketing tools designed to enhance dealership operations. The mission of LeadVenture is to revolutionize the digital outreach of dealerships and OEMs by delivering comprehensive and seamless solutions that enhance brand visibility and efficiency. The company serves over 200 OEMs and distributors while employing more than 1,300 individuals dedicated to driving sustainable growth for dealerships through increased sales. LeadVenture's continuous commitment to developing industry-leading products and services ensures that their clients are well-equipped to tackle the challenges of an evolving market.
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