About the role

LeadVenture is hiring a full-time Technical Website Support Specialist (Tier I) in Belize. The specialist gives first-level technical support to customers for LeadVenture's software applications, including its proprietary software, email and websites, by phone, email and chat. The role works in a mixed onsite, remote or hybrid environment and includes an after-hours on-call rotation.

Responsibilities

Provide first-level technical support to external customers for LeadVenture's software applications, including proprietary software, email and website support
Take customer calls, emails and chats as assigned, and respond to requests promptly and accurately
Take part in the after-hours on-call rotation as needed
Triage incoming requests from internal and external parties
Troubleshoot requests that are unclear or missing details
Route complex tasks that need graphical updates or advanced development work
Open, update, track and close tickets in the work order system within standard timelines
Keep required records, documents and support logs
Spot and report trends in customer calls and issues to your supervisor
Recommend process improvements

Requirements

High school diploma (minimum)
At least 2 years' computer and software service experience in a fast-paced business environment
At least 1 year supporting software applications for external customers by phone, chat and email in a technical help desk
Skilled in Microsoft Office (Outlook, Word, Excel, PowerPoint)
Documented experience with HTML, CSS and JavaScript
Able to identify, analyse and solve complex problems, and explain technical information to non-technical people
Strong writing skills for instructions and email responses
Fluent English
Able to work effectively onsite, remotely or hybrid, using video conferencing and collaboration tools

Preferred qualifications

Associate's degree or some college in a technical area
Basic understanding of email configuration, DNS records and domain names
Basic understanding of Windows folder and registry structure
Bilingual