Technical Support Specialist

LeadVenture; United States; Remote; USD 50,000 - 65,000; Full time

Job summary

LeadVenture is seeking a Technical Support Specialist to assist customers using our Dealer Spike Web Platform. You will troubleshoot issues across email, phone, and chat, work tickets, and document solutions for future reference.

The role requires a solid foundation in web technologies, strong communication, and the ability to translate complex problems into clear steps. This position emphasizes teamwork and proactive problem solving.

Qualifications

• Associates 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.

Responsibilities

• Provide second level technical support for customer software applications, including proprietary software, email and website support
• Sign into the email, phone, and chat queues and take calls, chats 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

Job description

Technical Support Specialist

Provide technical support to all customers using a ticket-based case tracking system and knowledge base. This requires comprehensive knowledge of the Dealer Spike Web Platform and web development skills. Technical Support Specialist III agents field customer requests via phone, email, and chat.

Here is more of what you’ll get to do:

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


• Sign into the email, phone, and chat queues and take calls, chats 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:

• Associates 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.

This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island, or Washington.

Who we are:

LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.

LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.

LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.