Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support.
Take customer calls, emails and chats as assigned and respond to customer requests in a timely and accurate manner.
Participate in after-hours on-call rotation as needed.
Manage (triage) incoming requests from both internal and external parties.
Effectively troubleshoot requests that are unclear or do not include enough details.
Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work.
Initiate, update, track and close tickets through work order system within standard timelines.
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.
