Web Customer Support Specialist - 2670 - Urgent Role

V2Soft ( www.v2soft.com ) is a global company, headquartered out of Bloomfield Hills, Michigan, with locations in Mexico, Italy, India, China, and Germany. At V2Soft, our mission is to provide high-performance technology solutions to solve real business problems. We become our customer's true partners, enabling both parties to enjoy success. We are committed to promoting diversity in the workplace and believe it has a positive effect on our company and the customers we serve.

Position Summary:

• Responsible for providing support services to users of the Internet and Extranet sites. Provides technical advice and guidance relative to problems involving user interface, browser, hardware, and supporting software.
• Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
• Maintains a knowledge database and call tracking database to enhance the quality of problem resolutions.
• Coordinates efforts with the Help Desk to ensure all calls outside the customer environment are effectively resolved.
• Works in a team setting, sharing information, and assisting others with calls. Provides input to the Web development team for site improvements based on customer feedback. Participate in team projects and assignments.
• Responsible for reading and following the Department's Procedures and Policies.
• Responsible for understanding and enforcing the Department's Policies and Procedures.
• Responsible for documenting solutions to Technology issues. Perform other related duties as assigned.

Duties & Responsibilities:

• Ensures the coordination of assigned Intranet and web development activities, ensuring integration with other technologies utilized in the enterprise and continuity across applications
• Responsible for gathering business requirements and translating them into Intranet/web architecture to achieve business objectives.
• Accountable for the design, upgrading, enhancement, maintenance, availability, and effectiveness of technical functionality and content for one or more websites of the enterprise.
• Coordinates the publishing of website content, user interface, look/feel, and level of specificity to suit a wide range of needs.
• Researches, evaluates and recommends new Internet tools and applications for use in assigned responsibilities.
• Responsible for change management procedures regarding the installation and testing of all upgrades and enhancements for the Internet/Intranet infrastructure. Coordinates efforts with the Client Service Desk to ensure all calls outside the customer environment are effectively resolved.
• Responsible for requirements gathering and articulation of user interface issues - including the development of page/site prototypes.
• Traveling required
• Ability to lift up to 25 pounds.

Knowledge, Skills, and Abilities: The ideal candidate should possess the following:

• Good Verbal and Written Skills
• Problem Solver
• A+ Certified
• Team Player
• Customer Driven
• Self-Motivated
• Detail Oriented
• Audio-Visual Skills
• Time Management
• Organizational Skills

Dimensions :

Education : Bachelor's Degree in Computer Science, Information Systems, or other related fields. Or equivalent work experience.
Experience : 3 to 5 years with 2 years in a government environment.
Complexity : Works independently or on a team. 25 - 40% Travel

V2Soft is an Equal Opportunity Employer ( EOE).
https://www.v2soft.com/careers - to view all of our open opportunities and to learn more about our benefits.