Dealer Spike Belize is looking for a LeadVenture Careers professional to join our team. In this role, you will provide the first point of contact for our customers, offering technical support and guidance for their software applications. You'll work directly with dealers to resolve their daily challenges and help them get the most value from our products.

What You'll Do

Provide first-level technical support for customer software applications.
Sign into email, phone, and chat queues to take calls, chats, or emails as assigned.
Respond to customer requests in a timely and accurate manner.
Initiate, update, track, and close tickets through the work order system.
Complete and maintain all required paperwork, records, documents, and tech support logs.
Recognize, document, and alert your supervisor of trends in customer calls and issues.
Escalate complex issues to the appropriate staff.
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.
Educate customers to be experts on our products.
Cultivate a team environment with a fun and positive attitude.

What We're Looking For

A 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, 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 and email and chat responses.
High capacity to learn and adapt to changing technologies and service.
Basic understanding of Windows folder and registry structure.

Nice to Have

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