Technical Support Specialist
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Job Description
Provide technical support for all customers utilizing the InteractRV Web Platform. Focus on customer requests via phone, email, and chat while maintaining web platforms.
Responsibilities:
- Provide technical support to all customers using a ticket-based case tracking system and knowledge base
- Maintain, update, and implement changes to client websites using HTML, CSS / LESS, and JavaScript (jQuery library)
- Handle customer requests via chat, email, and inbound/outbound calls
- Solve customer problems in a reasonable time frame
- Provide InteractRV website platform education/coaching to customers and co-workers as needed
- Participate in training sessions on new web technologies and product features
- Create content for the InteractRV Knowledge Base (internal and customer-facing)
- Work with peers and supervisors to resolve low-level escalations
- Deliver a technical support experience that delights customers
Requirements:
- Strong working knowledge of HTML, CSS / LESS or SASS, JavaScript, jQuery, and including concepts like layout design, cross browser compatibility, and accessibility
- Strong working knowledge of mobile-first, responsive web design, and CSS frameworks such as Bootstrap and Flexbox
- Excellent written and verbal communication
- Critical thinking / problem-solving skills
- Previous customer service experience (2+ years preferred)
- Previous web development experience (1+ years preferred)
- Comfortable working in a team and managing frequent interruptions
- Clear speaking voice / good phone skills
- Enjoys technical challenges and working to develop creative solutions
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