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We are looking for a Technical Support Specialist III to provide first-level technical support with delights Dealer Spike customers. You will take your expertise in Web Development and comprehensive knowledge of the Dealer Spike Web Platform and use it to field customer requests via email, phone, and chat. You will provide technical support to all customers using a ticket-based case tracking system and knowledge base.
Here is more of what you’ll get to do:
- 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 Dealer Spike website platform education/coaching to customers and co-workers as needed
- Participate in training sessions on new web technologies and product features
- Contribute to internal documentation for the Dealer Spike Knowledge Base (internal and customer-facing) through proactive feedback.
- Work with peers and supervisors to resolve low-level escalations.
- Deliver a technical support experience that delights customers
You’ll thrive in this role if you have:
- 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 front-end web 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
Does this position sound like something you would enjoy and be successful at, but you’re not sure you have the exact qualifications to be considered? While our job descriptions are an outline for the type of candidate we’re looking for, it is not a checklist. We encourage you to apply! *This role is not open to candidates located in Colorado, Connecticut, California, Maryland, Nevada, New York, Rhode Island or Washington.
About our Dealer Spike brand:
Dealer Spike, a LeadVenture brand, is a world-wide digital advertising company focused on helping dealers increase sales and service profitability through online digital advertising and training. We provide beautiful, powerful, distinctive web solutions and tools to hundreds of dealers worldwide in the powersports, RV, marine, trailer, agriculture & lawn, truck, heavy equipment auto and OEM spaces. Our expertise comes from real-world dealership experience and a passion for listening and responding to our dealers' needs in the marketplace. Dealer Spike is focused on helping dealers drive more traffic to the showroom, phone, and internet for less cost.
Dealer Spike has found a blend of the relaxed start-up company culture and fast paced marketing world that somehow works for us. We are a work-hard-play-hard company at our core and we promise our employees that if you take care of us then we will take care of you!
About LeadVenture:
LeadVenture is the market-leading SaaS provider of digital retailing, eCommerce, digital marketing and eCatalog solutions for dealerships across 12 industry verticals including powersports, marine, RV, pre-owned auto, agriculture and more.
Our family of brands includes Dealer Spike, ARI Network Services, Inc. (ARI), Dealer Car Search, Frazer, TCS Technologies, Net Driven, Direct Communications, Inc. (DCi), Auction123, Powersports Support, Level 5 Advertising, PSM Marketing, Monroney Labels and Interact RV. Each one is an industry leader in driving consumer engagement and maximizing lead generation for dealers. Our investors include the private equity firms True Wind Capital and TA Associates.
LeadVenture provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, LeadVenture complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.
LeadVenture expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of LeadVenture employees to perform their job duties may result in discipline up to and including discharge.
