Technical Support Specialist

LeadVenture®; United States; On-site; USD 38,000 - 66,000; Full time

Job summary

LeadVenture seeks a Technical Support Specialist to deliver expert technical assistance for customer software, including email and website support. You will handle tickets via phone, email, and chat, and maintain logs and documentation.

The role requires strong HTML/CSS/JS knowledge, 3+ years in a help desk environment, and the ability to communicate clearly with non-technical users. On-site work with a fast-paced tech team.

Qualifications

• Associate's degree in computer science or related field required.

Responsibilities

• Provide technical support for customer software applications, including proprietary software, email and website support.

Skills

Customer service

Technical problem solving

Written communication

Verbal communication

Interdepartmental collaboration

Clarifying questions

Attention to detail

Education

Associate's degree in computer science or related field

Tools

HTML

CSS/LESS/SASS

JavaScript

jQuery

Bootstrap

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 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.