Technical Website Support Specialist

Position at LeadVenture BelizeTechnical Support Specialist Tier I

Essential Duties And Responsibilities

• Provide first level technical support to external customers for Lead
• Venture software applications, including proprietary software, email and website support .
• T ake customer calls , emails and chat s as assigned and respond to customer requests in a timely and accurate manner .
• Participate in after-hours on-call rotation as needed.
• 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 year supporting software applications for external customers via phone chat and email in technical help desk environment.

Skilled in Microsoft Office suite (Outlook, Word, Excel, PowerPoint, etc.) . Documented e xperience with HTML, CSS, and JavaScript . Demonstrated a bility to work inter-departmentally to accomplish objectives . A bility to understand customer problems and know when to ask clarifying questions.

Ability to identify, analyze and solve complex problems related to LeadVenture applications . A bility to describe technical information in a way that a nontechnical person can understand. Strong writing skills in preparing instructions and 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 email configuration. Basic understanding of DNS records and domain names . Basic understanding of Windows folder and registry structure . Bilingual would be helpful .