Customer Support Specialist

ABOUT TRIBUTE TECHNOLOGY:

At Tribute Technology, we make end-of-life celebrations memorable, meaningful, and effortless through thoughtful and innovative technology solutions. Our mission is to help communities worldwide celebrate life and pay tribute to those we love. We are transforming the funeral experience through industry-leading technology that provides personalization for families, as well as efficiency and profitability for funeral homes and obituary hosting services. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users. Tribute is a unique new model that brings the stability of B2B software PLUS the explosive growth and valuation of eCommerce.  We are the market leader in the US and Canada, with global expansion plans and a growing international team of more than 400 individuals in the US, Canada, Philippines, and Ukraine.

POSITION SUMMARY: 

Are you looking for a new and rewarding role within the technical support field? Are you driven? Self-motivated? A good listener? Comfortable speaking to a variety of people? Enjoy interacting with others in an empathy driven industry? Ensure that all technical aspects are functioning optimally for customers, maximizing their system capabilities, and making recommendations for improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Strong oral and written communication skills in English
• Respond to new issues in a timely manner and proactively follow up to existing ones
• Acknowledge, evaluate, and resolve technical and non-technical customer support issues by phone, live chat, and email
• Troubleshoot reported issues to determine the root cause
• Escalate issues to other teams and stakeholders when appropriate
• Moderate contributions for appropriate content
• Work collaboratively with the client-facing teams and customers
• Actively participate in the testing of product features and enhancements
• Take responsibility for the quality of all tasks and duties executed
• Identify repetitive tasks and implement efficiencies within the team
• Produce documentation for customer-facing and internal use, such as troubleshooting guides and FAQ’s
• Other duties as assigned

• High school education or equivalent is required; post-secondary education is preferred
• Minimum 2 years’ experience in a technical customer support capacity providing support for website or software products/services
• Experience with Software as a Service (SaaS) platforms or technical website support is required
• Hands-on experience with WordPress or other website platforms
• Proven technical/diagnostic ability along with the analytical ability to diagnose problems
• Ability to understand complex technical systems and workflows