Technical Support Specialist

Jobvite, Inc.; United States; Remote; USD 45,000 - 70,000; Full time

Job summary

Jobvite, Inc. is seeking a Technical Support Specialist to assist customers with software applications using a ticketing system and knowledge base. You will handle requests via phone, email, and chat, open and close tickets, and maintain records per procedures.

The role requires knowledge of HTML/CSS/LESS/SASS, JavaScript, and Bootstrap/flexbox, plus 2–3 years in a help desk. Strong written communication and problem-solving are essential.

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 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)

Responsibilities

• Provide technical support for customer software applications via ticketing system and knowledge base.
• Answer customer requests via phone, email, and chat in a timely and accurate manner.
• Open, track, and close tickets in the work order system.
• Maintain documentation and support logs per procedures.
• Escalate complex issues to appropriate staff and suggest process improvements.
• Collaborate across departments to resolve customer problems and improve service.

Skills

HTML/CSS/LESS/SASS

JavaScript & jQuery

Cross-browser compatibility

Responsive web design

Technical writing

Education

Associate's degree in computer science or related field

Tools

CRM software

Microsoft Office (Outlook, Word, Excel)

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.