Technical Support Specialist

Jobvite, Inc.; Lake Oswego (OR); On-site; USD 55,000 - 75,000; Full time

Job summary

Jobvite, Inc. is seeking a Technical Support Specialist to assist customers via phone, email and chat using a ticketing system and knowledge base. You will manage tickets, document issues, and escalate complex problems as needed.

The role requires 3+ years in software support, strong HTML/CSS/JavaScript knowledge, and familiarity with web design and accessibility. You will collaborate across teams and contribute to service improvements.

Qualifications

• Associate degree in computer science or related field.
• Minimum 3 years computer and software service experience in a fast-paced environment.
• 2-3 years supporting customer applications via phone in a help desk setup.
• Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery.
• Familiarity with Bootstrap and responsive web design.
• 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).

Responsibilities

• Provide technical support for customer software applications via tickets, email, and chat.
• Sign into queues and respond to customer requests in a timely and accurate manner.
• Open, update, track, and close tickets in the work order system.
• Maintain records and logs according to procedures.
• Identify trends in calls, document them, and alert supervisor.
• Escalate complex issues to appropriate staff.
• Suggest process improvements.
• Perform additional responsibilities as assigned.

Skills

HTML/CSS

JavaScript

jQuery

Accessibility

Bootstrap

Responsive design

Windows basics

Office suite

CRM experience

Education

Associate degree

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

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 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.