Web Customer Support Specialist

1 month ago


Milton, United States NavitsPartners Full time
Job DescriptionJob Description

Web Customer Support Specialist

General Characteristics:

  • Responsible for providing support services to users of 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 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 Web development team for site improvements based on customer feedback.
  • This job is very similar to an experienced Help Desk professional, with the added responsibility of interfacing directly with external customers to the business.
  • As a result, customer service and technical competencies are very critical, as this may be the only “live” interface a customer has with the business.

Dimensions Education:

  • Bachelor’s Degree in Computer Science, Information Systems, or other related field.
  • Or equivalent work experience.

Experience:

  • A minimum of 3 years IT work experience in PC or client/server platform, network or systems administration in relevant computing environments.

Complexity:

  • Intermediate professional level role. Works on projects/systems/issues of medium to high complexity.
  • Provides internal and external customer support for Web systems and services.
  • Works on one or more projects as a project team member, occasionally as a project leader.
  • May coach more junior technical staff.


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