Technical Website Support Specialist

Technical Support SpecialistTier II Essential Duties and Responsibilities Provide first level technical supportto external customersfor LeadVenture software applications, including proprietary software, email and website support. Takecustomercalls,emailsandchatsasassigned 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 systemwithin 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 callsand issues. Recommend process improvements. Perform additional responsibilities as assigned. Qualifications Education and Experience: Minimum of high school diploma. Minimum of2years computer and software service experience in afast-pacedbusiness environment. Minimum of1yearsupportingsoftware applications for externalcustomersvia phonechat and emailin technical help desk environment. Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.). Documented experience with HTML, CSS, and JavaScript. Demonstrated ability 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. Ability tounderstand customerproblemsand know when to askclarifyingquestions. Ability toidentify,analyze and solve complex problems related to LeadVenture applications. Ability todescribetechnical informationin a way that a nontechnical person can understand. Strong writing skillsinpreparinginstructions andemail responses. Fluent English. Desired Experience: Associates degree or some college experience ina 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. Originally posted on Himalayas