Technical Support Specialist

undefined ago • 1 Years + • Customer Service

Job Summary

Job Description

LeadVenture is seeking a fully remote Technical Support Specialist for its Belize location. This position assists dealers with day-to-day software requests, helping them maximize software utility and troubleshooting immediate issues. The role involves providing first-level technical support via email, phone, and chat, managing tickets, maintaining records, identifying customer trends, and escalating complex issues. Candidates should have at least one year of technical help desk experience, proficiency in Microsoft Office, and strong problem-solving and communication skills.

Must have:

Provide first-level technical support for software applications.
Respond to customer requests via email, phone, and chat.
Manage and close tickets in the work order system.
Maintain records, documents, and tech support logs.
Recognize and report trends in customer issues.
Escalate complex issues to appropriate staff.
Understand Windows folder and registry structure.
Recommend process improvements.
Manage Phone Client for prompt call/email responses.
Be accountable for assigned procedures and cases.
Maintain active case backlog under 15.
Educate customers on TCS products.
Cultivate a positive team environment.
Minimum 1 year technical help desk experience.
Proficient in Microsoft Office suite (Outlook, Word, Excel, CRM).
Ability to collaborate inter-departmentally.
Skilled in understanding customer problems and asking clarifying questions.
Aptitude for identifying, analyzing, and solving complex computer problems.
Capable of explaining technical information to non-technical users.
Strong writing skills for instructions and responses.
High capacity to learn and adapt to new technologies.

Good to have:

Associates Degree in Computer Science or related field.
Minimum of 2 years computer and software service experience in a fast-paced business environment.

5 skills required

5 skills required for this role

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Job Details

Description

Position at Dealer Spike Belize

LeadVenture is looking for a fully remote Technical Support Specialist for our Belize location. This position will assist dealers with day-to-day software requests and helping dealers to get the most out of their software while troubleshooting any immediate issues. (Only candidates living in Belize will be considered for this position)

Here is what you’ll get to do:

Provide first level technical support for customer software applications.
Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner.
Initiate, update, track and close tickets through work order system.
Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.
Recognize, document and alert the supervisor of trends in customer calls and issues.
Escalate complex issues to appropriate staff.
Basic understanding of Windows folder and registry structure
Recommend process improvements.
Manage the Phone Client to ensure calls and emails are answered promptly. Be accountable and responsible for procedures, cases and work assigned.
Maintain a backlog of no more than 15 active cases (new, in progress, waiting on customer)
Educate customers to be experts on TCS products.
Cultivate a team environment with a fun and positive attitude.

You’ll thrive in this role if you have:

Associates Degree in Computer Science or related field. (Preferred)
Minimum of 2 years computer and software service experience in a fast-paced business environment. (Preferred)
Minimum of 1 years supporting customer applications via phone in technical help desk environment.
Skilled in Microsoft Office suite (Outlook, Word, Excel, CRM, etc.)
Demonstrated ability to work inter-departmentally to accomplish objectives
Ability to understand customer problems and know when to ask clarifying questions.
Ability to identify both complex computer problems, analyze them, and solve them.
Ability to describe technical information in a way that a nontechnical person can understand.
Strong writing skills in preparing instructions and email and chat responses.
High capacity to learn and adapt to changing technologies and service.