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Technical Website Support Specialist (Washington)

Technical Website Support Specialist (Washington)

LeadVentureWashington, DC, United States
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Technical Support Specialist Tier I

Essential Duties and Responsibilities

  • Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support.
  • Sign into the phone queue and take calls, emails, and chat sessions as assigned and respond to customer requests in a timely and accurate manner.
  • 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 years supporting software applications for external customer via phone chat and email in 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.
  • Ability to understand customer problems and know when to ask clarifying questions.
  • Ability to identify analyze and solve complex problems related to LeadVenture applications.
  • Ability to describe technical information in a way that a nontechnical person can understand.
  • Strong writing skills in preparing instructions, 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 DNS records and domain names.
  • Basic understanding of Windows folder and registry structure.
  • Bilingual would be helpful.
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    Technical Support Specialist • Washington, DC, United States