Technical Website Support Specialist

Description Position at LeadVenture

Technical Support Specialist

Essential Duties And Responsibilities

• Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support .
• T ake customer calls , emails and chat s 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 .

Qualifications Education and Experience:

• 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 e xperience with HTML, CSS, and JavaScript .
• Demonstrated a bility to work inter-departmentally to accomplish objectives .
• Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence.
• A bility to understand customer problems and know when to ask clarifying questions.
• Ability to identify, analyze and solve complex problems related to LeadVenture applications .
• A bility to describe technical information in a way that a nontechnical person can understand.
• Strong writing skills in preparing instructions and email responses.
• Fluent English .

Desired Experience:

• Associates degree or some college experience in a technical area .
• 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 .