Technical Support Specialist Tier II
Essential Duties and Responsibilities
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Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support.
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Take customer calls, emails and chats as assigned and respond to customer requests in a timely and accurate manner.
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Participate in after-hours on-call rotation as needed.
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Manage (triage) incoming requests from both internal and external parties.
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Effectively troubleshoot requests that are unclear or do not include enough details.
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Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work.
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Initiate, update, track and close tickets through work order system within standard timelines.
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Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.
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Recognize, document and alert the supervisor of trends in customer calls and issues.
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Recommend process improvements.
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Perform additional responsibilities as assigned.
Qualifications
Education and Experience:
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Minimum of high school diploma.
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Minimum of 2 years computer and software service experience in a fast-paced business environment.
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Minimum of 1 year supporting software applications for external customers via phone chat and email in technical help desk environment.
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Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.).
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Documented experience with HTML, CSS, and JavaScript.
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Demonstrated ability to work inter-departmentally to accomplish objectives.
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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.
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Ability to understand customer problems and know when to ask clarifying questions.
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Ability to identify, analyze and solve complex problems related to LeadVenture applications.
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Ability to describe technical information in a way that a nontechnical person can understand.
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Strong writing skills in preparing instructions and email responses.
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Fluent English.
Desired Experience:
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Associates degree or some college experience in a technical area.
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High capacity to learn and adapt to changing technologies and service requirements.
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Basic understanding of email configuration.
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Basic understanding of DNS records and domain names.
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Basic understanding of Windows folder and registry structure.
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Bilingual would be helpful.
