Essential Duties and Responsibilities

• Provide first level technical support for customer software applications, including proprietary software, email and website support.
• Sign into the phone queue and take calls, emails or web-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.
• Escalate complex issues to appropriate staff.
• 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 customer applications via phone in technical help desk environment.
• Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.).
• 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.