Technical Support Specialist III

About the role

LeadVenture Belize is hiring a full-time Technical Support Specialist III. You will provide technical support to all customers using a ticket-based case tracking system and knowledge base, with comprehensive knowledge of the Dealer Spike Web Platform and web development skills. Agents handle customer requests by phone, email and chat.

Key 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 and outbound calls
• Solve customer problems within a reasonable time frame
• Provide Dealer Spike website platform education and coaching to customers and colleagues as needed
• Take part in training sessions on new web technologies and product features
• Create content for the Dealer Spike Knowledge Base (internal and customer-facing)
• Work with peers and supervisors to resolve low-level escalations
• Deliver a technical support experience that delights customers

Required profile

• Working knowledge of HTML, CSS / LESS or SASS, JavaScript and jQuery, including layout design, cross-browser compatibility and accessibility
• Working knowledge of mobile-first, responsive web design and CSS frameworks such as Bootstrap and Flexbox
• Excellent written and verbal communication
• Critical thinking and problem-solving skills
• Previous customer service experience (2+ years preferred)
• Nice to have: previous web development experience (1+ years preferred)
• Comfortable working in a team and managing frequent interruptions; clear speaking voice and good phone skills
• Ability to work effectively in a mixed-mode (onsite, remote or hybrid) environment, including video conferencing and collaboration tools