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. Technical Support Specialist III agents field customer requests via phone, email, and chat.
Here is more of what you’ll get to do:
• Provide second 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
• Recommend process improvements
• Perform additional responsibilities as assigned
You'll thrive in this role if you have:
• Associates 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 technical help desk environment.
• Working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibility
• Working knowledge of website design, mobile-first and responsive web design, and CSS frameworks such as Bootstrap and flexbox
• Basic understanding of Windows folder and registry structure
• Basic understanding of DNS records and domain names
• 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.
