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
