Technical Support Specialist

About the role

LeadVenture is seeking a fully remote Technical Support Specialist to serve its Belize‑based dealer network. You will be the first point of contact for software users, helping them resolve issues, maximize product value, and ensure a smooth day‑to‑day experience.

Key responsibilities

• Provide first‑level technical support via phone, email, and chat queues.
• Open, update, track, and close tickets in the work‑order system.
• Maintain accurate support logs, paperwork, and documentation.
• Identify trends in customer calls, alert supervisors, and recommend process improvements.
• Escalate complex problems to senior staff when necessary.
• Manage a maximum of 15 active cases at any time.
• Educate customers on TCS products and foster a positive team environment.

Required profile

• Associate degree in Computer Science or a related field (preferred).
• At least 2 years of computer/software service experience in a fast‑paced environment (preferred).
• Minimum 1 year of phone‑based technical help‑desk support.
• Strong written communication skills for email, chat, and instruction creation.
• Ability to work collaboratively across departments and adapt to changing technologies.
• Professional on‑camera presence for remote meetings.

Required skills

• Microsoft Office suite (Outlook, Word, Excel, CRM).
• Basic knowledge of Windows folder and registry structure.
• Experience with ticketing/work‑order systems.
• Proficiency in phone, chat, and email support platforms.
• Familiarity with video‑conferencing and collaboration tools.