Dealer Spike LLC ยท 4 hours ago
Technical Support Specialist II
United States
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Provide timely and accurate technical support for customer software applications, including proprietary software, email, and website support. This role focuses on direct OEM support.
Manage the investigation and resolution of escalated issues for all applicable products from the Level 1 Technical Support team.
Sign into the support queue to provide support via phone, emails, or web-chat sessions for OEMs, and as needed to back up the Level 1 team based on call volume and headcount.
Escalate complex issues to appropriate internal/external teams through communication and other issue tracking systems
Initiate, update, track, and close support tickets through the customer information system
Complete and maintain all required paperwork, records, training documents and tech support logs according to established procedures
Coach / Train Level 1 support team members to improve their debug and technical skills.
Recognize, document, and alert the supervisor of trends in customer calls and issues
Meet regularly with Product Management and Development to communicate complex issues.
Recommend process improvements and participate in process definition and training
Participate in the after-hours on-call rotation if necessary.
Participate in new hire interview team if necessary.
Take on other projects or special duties as assigned.
Qualification
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Required
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.)
Demonstrated ability to work inter-departmentally to accomplish objectives
Ability to understand customer and OEM 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
Ability to work with development teams to set priorities and communicate technical information
Strong writing skills in preparing instructions, email responses
Understanding of HTML, CSS, and JavaScript
Preferred
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
Company
Dealer Spike LLC
Dealer Spike is a world-wide digital advertising company focused on helping dealers increase sales and service profitability through online digital advertising and training.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2018-04-13Acquired
2016-01-01Series Unknown
2011-01-01Series Unknown
Company data provided by crunchbase
