Technical Support SpecialistTier II
Essential Duties and Responsibilities
- Provide first level technical supportto external customersforLeadVenturesoftware 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.
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