Dealer Spike Belize is hiring a Technical Support Specialist to provide first-level technical support for our customer software applications. In this role, you will assist dealers with day-to-day software requests and troubleshooting, ensuring they can effectively use our products. This is a fully remote position that requires the candidate to be located in Belize.

What You'll Do

Provide first-level technical support for customer software applications.
Sign into email, phone, and chat queues to respond to customer requests in a timely and accurate manner.
Initiate, update, track, and close tickets through our work order system.
Complete and maintain all required paperwork, records, and tech support logs.
Recognize, document, and alert supervisors of trends in customer calls and issues.
Escalate complex issues to appropriate staff.
Recommend process improvements.
Manage the Phone Client to ensure calls and emails are answered promptly.
Be accountable for procedures, cases, and assigned work.
Maintain a backlog of no more than 15 active cases.
Educate customers to be experts on our products.
Cultivate a team environment with a fun and positive attitude.

What We're Looking For

Minimum of 1 year supporting customer applications via phone in a technical help desk environment.
Skilled in the Microsoft Office suite (Outlook, Word, Excel, CRM).
Demonstrated ability to work inter-departmentally to accomplish objectives.
Ability to understand customer problems and ask clarifying questions.
Ability to identify, analyze, and solve complex computer problems.
Ability to describe technical information for nontechnical audiences.
Strong writing skills for preparing instructions and email and chat responses.
High capacity to learn and adapt to changing technologies and services.
Basic understanding of Windows folder and registry structure.

Nice to Have

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