Senior Technical Support Specialist
- 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.
- 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.
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.
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