Technical Support Specialist

Technical support with a clear workflow at LeadVenture in Lake Oswego, OR (onsite). This role supports customers through a ticket-based case tracking system and knowledge base, using phone, email, and chat to troubleshoot software applications and keep cases moving with accurate documentation.

What you’ll do

• Provide technical support for customer software applications, including proprietary software, email support, and website support
• Monitor and work assigned queues by signing into email, phone, and chat, then respond to customer requests in a timely and accurate manner
• Initiate, update, track, and close tickets using the work order system
• Complete and maintain required paperwork, records, documents, and technical support logs following established procedures
• Recognize patterns in customer calls and issues, document trends, and alert the supervisor as needed
• Escalate complex issues to the appropriate staff when appropriate
• Recommend process improvements based on recurring support needs and case outcomes
• Handle additional responsibilities as assigned

What you bring

• Associate’s degree in computer science or a related field
• Minimum 3 years of computer and software service experience in a fast-paced business environment
• 2 to 3 years supporting customer applications via phone in a technical help desk environment
• Working knowledge of HTML, CSS/LESS or SASS, JavaScript, and jQuery, including layout design concepts, 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 proficiency with the Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)
• Ability to collaborate across departments to achieve objectives
• Capability to understand customer problems and ask clarifying questions when needed
• Ability to identify complex computer issues, analyze them, and solve them
• Strong communication skills to explain technical details to nontechnical people
• Strong writing skills for instructions and email and chat responses
• High capacity to learn and adapt to changing technologies and service

Tools you’ll work with

HTML, CSS/LESS, SASS, JavaScript, jQuery, Bootstrap, flexbox, Microsoft Office suite (Outlook, Word, Excel, CRM), Windows folder structure, Windows registry structure, DNS records, and domain names.