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Senior Technical Support Specialist
Senior Technical Support Specialist
Provide technical support to all customers using a ticket-based case tracking system and knowledge base. This requires comprehensive knowledge of the Dealer Spike Web Platform and web development skills. Senior Technical Support Specialist agents field customer requests via phone, email, and chat.
Here is more of what you’ll get to do:
- Receive and resolve customer issues and requests via email, phone, and live chat 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 tech 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.
You’ll thrive in this role if you have:
- Associate 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 a technical help desk environment.
- Advanced understanding of DNS records and domain names.
- Advanced understanding of Windows folder and registry structure.
- Advanced knowledge of website architecture and/or general understanding of web development. An understanding of HTML and CSS would be a plus.
- Advanced experience with data feeds using ADF, XML, and FTP.
- Intermediate 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.
Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply!
Who we are:
LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more. Our family of brands includes Dealer Spike, Dealer Car Search, Frazer, Net Driven, Direct Communications, Inc. (DCi), Powersports Support, Level 5, PSM Marketing, Monroney Labels, and Interact RV. We are an international company with offices located in the United States, Mexico (Juniper Data Center), Belize (Dealer Spike Belize), India and The Netherlands. Together, we are LeadVenture.
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
Average salary estimate
$70000
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$60000K
$80000K
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Dealer Spike is a World-Wide Digital Advertising Company focused on helping dealers increase sales and service profitability through online digital advertising and training. We provide beautiful, powerful, distinctive web solutions and tools to de...
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DATE POSTED
March 23, 2025
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