Technical Support Specialist

Remote Jobs; Lake Oswego (OR); On-site; USD 42,000 - 64,000; Full time

Job summary

LeadVenture is seeking a Technical Support Specialist in Oregon. You will handle ticket-based support via phone, email, and chat for customer software applications and website-related issues.

Ideal candidates have an Associate’s degree in CS and 3+ years of software service experience in fast-paced environments, with strong HTML/CSS/JS skills and familiarity with Bootstrap and responsive design.

Qualifications

• 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.)

Responsibilities

• 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.

Skills

HTML

CSS / LESS or SASS

JavaScript

jQuery

Bootstrap

Flexbox

Windows registry

DNS

Microsoft Office

Education

Associate’s degree in computer science

Job description

Description

Position at LeadVenture

• 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

You’ll thrive in this role if you have:

• 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

• 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 non-technical 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.