Technical Website Support Specialist

Technical Support Specialist Essential Duties and Responsibilities Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support . T ake customer calls , emails and chat s as assigned and respond to customer requests in a timely and accurate manner .

Participate in after-hours on-call rotation as needed. Manage (triage) incoming requests from both internal and external parties . Effectively troubleshoot requests that are unclear or do not include enough details. Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work .

Initiate, update, track and close tickets through work order system within standard timelines . 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 . Recommend process improvements .

Perform additional responsibilities as assigned .

Qualifications

Minimum of high school diploma. Minimum of 2 years computer and software service experience in a fast-paced business environment. Minimum of 1 year supporting software applications for external customers via phone chat and email in technical help desk environment. Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.)

Documented e xperience with HTML, CSS, and JavaScript . Demonstrated a bility to work inter-departmentally to accomplish objectives . Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence.

A bility to understand customer problems and know when to ask clarifying questions. Ability to identify, analyze and solve complex problems related to LeadVenture applications . A bility to describe technical information in a way that a nontechnical person can understand. Strong writing skills in preparing instructions and email responses.

Fluent English . Desired Experience: Associates degree or some college experience in a technical area . High capacity to learn and adapt to changing technologies and service requirements. Basic understanding of email configuration. Basic understanding of DNS records and domain names . Basic understanding of Windows folder and registry structure .

Bilingual would be helpful .