Technical Website Support Specialist
Deliver first-tier technical assistance for software platforms, email configurations, and website functionality to external clients. Handle incoming support requests through phone, email, and live chat, ensuring prompt and accurate resolutions within established service standards.
Key Responsibilities
- Respond to customer inquiries involving proprietary applications, email systems, and website performance
- Diagnose technical issues, ask targeted questions to clarify ambiguous reports, and guide users through solutions
- Log, manage, and track support tickets from initiation to closure using internal workflow tools
- Maintain detailed records of support interactions, technical steps taken, and recurring patterns
- Escalate complex development or design-related tasks to appropriate teams with clear documentation
- Identify trends in customer-reported issues and suggest improvements to reduce future occurrences
- Participate in rotating after-hours on-call coverage as required
Qualifications
- High school diploma or equivalent with at least two years of technical support experience in a business setting
- One year of direct customer-facing technical help desk experience via phone, email, or chat
- Proven familiarity with HTML, CSS, and JavaScript for troubleshooting web interfaces
- Proficiency with Microsoft Office applications including Outlook, Word, Excel, and PowerPoint
- Strong written communication skills for crafting clear instructions and support emails
- Ability to translate technical details into plain language for non-technical users
- Fluency in English required; bilingual ability is a plus
Preferred Background
- Some college coursework or an associate degree in a technical field
- Basic knowledge of DNS, domain management, and email setup
- Familiarity with Windows file systems and registry navigation
- Demonstrated adaptability to evolving tools and support processes
