Technical Support Specialist

Technical Support SpecialistAs a Technical Support Specialist, you will provide technical support to all customers using a ticket-based case tracking system and knowledge base. Technical Support Specialist agents field customer requests via phone, email, and chat.Here is more of what you'll get to do:Provide technical support for customer software applications, including proprietary software, email and website supportSign into the email, phone, and chat queues and take calls or emails as assigned and respond to customer requests in a timely and accurate mannerInitiate, update, track and close tickets through work order systemComplete and maintain all required paperwork, records, documents and tech support logs according to established proceduresRecognize, document and alert the supervisor of trends in customer calls and issuesEscalate complex issues to appropriate staffRecommend process improvementsPerform additional responsibilities as assignedYou'll thrive in this role if you have:Associate's degree in computer science or related field.Minimum of 3 years computer and software service experience in a fast-paced business environment.Minimum of 2-3 years supporting customer applications via phone in technical help desk environment.Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibilityWorking knowledge of website design, mobile-first and responsive web design, and CSS frameworks such as Bootstrap and flexboxBasic understanding of Windows folder and registry structureBasic understanding of DNS records and domain namesIntermediate in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)Demonstrated ability to work inter-departmentally to accomplish objectivesAbility 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. LeadVenture