Technical Support Specialist - Remote

Overview

LeadVenture is hiring a Technical Support Specialist to assist our customers with day-to-day requests for all platforms. The platforms range from Website Support to Email and Software Support enabling customers to get the most out of their subscriptions while troubleshooting any immediate issues.

In Short

• Provide first level technical support for customer software applications, including proprietary software, email and website support.
• Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner.
• Initiate, update, track and close tickets through work order system.
• Complete and maintain all required paperwork, records, documents and technical support logs according to established procedures.
• Recognize, document and alert the supervisor of trends in customer calls and issues.
• Escalate complex issues to appropriate staff.
• Recommend process improvements.
• Perform additional responsibilities as assigned.

Requirements

• Minimum of 2 years computer and software service experience in a fast-paced business environment.
• Minimum of 1 years supporting customer applications via phone in technical help desk environment.
• Skilled in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.).
• Demonstrated ability to work inter-departmentally to accomplish objectives.
• Ability to understand customer problems and know when to ask clarifying questions.
• Ability to identify both complex computer problems, analyze them, and solve them.
• Ability to describe technical information in a way that a nontechnical person can understand.
• Strong writing skills in preparing instructions and email and chat responses.
• High capacity to learn and adapt to changing technologies and service.
• Basic understanding of DNS records and domain names.
• Basic understanding of HTML and CSS.
• Basic understanding of Windows folder and registry structure.

Benefits

• Equal employment opportunities (EEO) to all employees and applicants for employment.
• Complies with applicable state and local laws governing nondiscrimination in employment.
• Prohibits any form of workplace harassment.