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Senior Technical Support Specialist

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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.

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About Senior Technical Support Specialist, Dealer Spike Belize

If you're passionate about technology and love helping others solve their problems, then you might just be the perfect fit for the Senior Technical Support Specialist position at LeadVenture! As a part of our dynamic team, you'll be the superhero that customers rely on for technical support using our ticket-based case tracking system and comprehensive knowledge base. Your main responsibilities will include addressing customer issues across various communication channels—phone, email, and live chat—ensuring they receive timely and accurate solutions. In this role, you'll initiate, update, track, and close tickets while maintaining required documentation, which helps streamline processes and improve service delivery. You’ll also be vigilant in recognizing and reporting trends in customer inquiries, allowing us to continually enhance our customer experience. To thrive in this position, a solid background in computer science is a must, along with at least three years of experience providing computer and software support in a fast-paced environment. Advanced knowledge of DNS records, domain names, and website architecture are crucial, and if you're familiar with HTML and CSS, that’s a plus! At LeadVenture, we value team collaboration and encourage suggestions for process improvements, all while fostering an adaptable environment. We're more than just a company; we're a family of brands committed to revolutionizing digital retailing for various industries. So, if you're ready to take the next step in your career and want to make a real impact, we'd love to hear from you!

Frequently Asked Questions (FAQs) for Senior Technical Support Specialist Role at Dealer Spike Belize

What are the main responsibilities of a Senior Technical Support Specialist at LeadVenture?

As a Senior Technical Support Specialist at LeadVenture, your primary responsibilities include providing technical assistance to customers through various channels like phone, email, and chat. You'll receive and resolve customer issues promptly, manage ticketing through the work order system, and maintain accurate records. You will also document trends in customer calls and escalate complex issues when necessary, while recommending improvements to enhance service quality.