Technical Website Support Specialist

Technical Support Specialist Tier II 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 Education and Experience: 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 .