Technical Support Specialist
Description
As a Technical Support Specialist, your job is to assist dealers with day to day requests for three different platforms. The platforms range from Website Support, Email and software enabling dealers to get the most out of their subscriptions while troubleshooting any immediate issues.
Here is more of what you’ll get to do:
- Provide first level technical support for customer software applications, including proprietary software, email and website support
- Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests 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
- Basic understanding of DNS records and domain names
- Basic understanding of HTML and CSS
- Basic understanding of Windows folder and registry structure
- Recommend process improvements
- Perform additional responsibilities as assigned
Expectations:
- Ready to assist customers by scheduled start time
- Manage the Phone and Chat Client to ensure calls and chats are answered promptly and emails are answered within four business hours
- Be accountable and responsible for procedures, cases and work assigned
- Maintain a backlog of no more than 15 active cases (new, in progress, waiting on customer)
- Educate customers to be experts on ARI products
- Attend team meetings where development updates, ongoing education and recognition are discussed
- Attend individual meetings to discuss personal needs, track progress and identify areas of improvement
- Cultivate a team environment with a fun and positive attitude
- Recognize the achievements of coworkers
You’ll thrive in this role if you have:
- Associates Degree in Computer Science or related field.
- 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, 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 are we?
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, ARI Network Services, Inc. (ARI), Dealer Car Search, Frazer, TCS Technologies, Net Driven, Direct Communications, Inc. (DCi), Auction123, 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.
In this role, you’ll be working with our TCS brand who delivers industry leading website and software solutions to more than 20,000 automotive tire and wheel dealers.
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.