Technical Support Specialist LeadVenture is looking for a fully remote Technical Support Specialist for our Belize location. This position will assist dealers with day-to-day software requests and helping dealers to get the most out of their software while troubleshooting any immediate issues. (Only candidates living in Belize will be considered for this position) Here is what you’ll get to do: - Provide first level technical support for customer software applications. - Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner. - Initiate, update, track and close tickets through work order system. - Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures. - Recognize, document and alert the supervisor of trends in customer calls and issues. - Escalate complex issues to appropriate staff. - Basic understanding of Windows folder and registry structure - 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 (new, in progress, waiting on customer) - Educate customers to be experts on TCS products. - Cultivate a team environment with a fun and positive attitude. You’ll thrive in this role if you have: - Associates Degree in Computer Science or related field. (Preferred) - Minimum of 2 years computer and software service experience in a fast-paced business environment. (Preferred) - Minimum of 1 years supporting customer applications via phone in technical help desk environment. - Skilled in 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, email and chat responses. - High capacity to learn and adapt to changing technologies and service.

• Compose thoughtful, personalized responses to a variety of customer requests • Triage incoming requests and spot trends in customer issues to flag for the wider team • Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism • Log, manage, and follow up on all customer support tickets • Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved • Perform ad hoc tasks when requested by the client • Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting • Ensure proper and timely escalation of issues to meet internal and external expectations • Identify opportunities and recommendations for continuous process improvement • Deliver service excellence and maximize customer service and satisfaction • Work with the external team to stay updated on product and service knowledge

• Lead the day-to-day operations of the Technical Support team, including escalations, prioritization, workload management, and reporting • Serve as the senior-most technical point of escalation for complex issues across POS, ecommerce, hardware, and third-party integrations • Meet directly with customers to gather requirements, capture source data, and support onboarding and import-related workflows • Oversee or directly support data mapping, cleanup, validation, and import preparation using Excel and related tools • Partner with Engineering on bug triage, issue reproduction, root cause analysis, and remediation planning • Run a regular bug review cadence with Engineering and ensure defects are clearly documented, prioritized, and followed through to resolution • Establish, implement, and report on team KPIs and SLAs to improve accountability, visibility, and operational health • Use observability and monitoring tools such as New Relic to investigate issues, identify trends, and improve troubleshooting effectiveness • Partner with Customer Success, Implementation, Product, and other leaders to improve team interfaces, handoffs, and customer outcomes • Coach and develop team members while reinforcing strong ownership, communication, prioritization, and execution • Identify opportunities for automation, application of AI, tooling improvements, and process optimization across support and onboarding workflows

• Provide exceptional remote-based support for mission-critical SAP applications as part of our global customer support team. • Researching, troubleshooting, and supporting of multiple SAP modules for our global clients who use both 4.x and ECC environments. • Diagnose serious issues; then develop, test, package and deliver fixes for such issues in complex, integrated and highly configured environments. • Understand the needs and requirements of the clients by coordinating with their representatives. • Ensure a consistent experience to the various users on the client's side in collaboration with other department professionals. • Write the code using ABAP programming language and perform regular usability tests on the code. • Ensure that all programs are completed in schedule as per the client's guidelines. • Provide technical support to the end users in the form of troubleshooting guidelines and modifications.