LeadVenture
Technical Support Specialist
TLDR
Assist dealers with software requests while providing first level technical support and troubleshooting issues to enhance user experience with TCS products.
Technical Support Specialist
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 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, email and chat responses.
- High capacity to learn and adapt to changing technologies and service.
LeadVenture provides a comprehensive suite of SaaS solutions tailored for dealerships in diverse sectors, including powersports, marine, RV, and agriculture. Our innovative digital retailing, eCommerce, and marketing services empower businesses to enhance their online presence and streamline operations. With a portfolio of well-known brands, we stand out by delivering targeted, industry-specific tools that drive success in an increasingly digital marketplace.
- Founded
- Founded 2008
- Employees
- 201-500 employees
- Industry
- Professional Services
Technical Support Specialist