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| Job Goals & Objectives | First-level technical support which delights InteractRV customers |
| Job Summary | Provide technical support to all customers using a ticket-based case tracking system and knowledge base. This requires comprehensive knowledge of the InteractRV Web Platform and web development skills. Technical Support Specialist III agents field customer requests via phone, email, and chat. |
| Duties and Responsibilities | - 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 |
| Qualifications / Skills | - 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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