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 around the world celebrate life and pay tribute to those we love. Our comprehensive platform brings together software and technology to provide a fully integrated experience for all users, whether that is a family, a funeral home, or an online publisher. 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.

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**ABOUT YOU**:
The** Customer Support Specialist** is responsible for providing technical assistance to clients in the use of systems and programs. The incumbent is responsible for responding to and assisting clients with technical issues and developing, or assisting with, help videos for products. The incumbent troubleshoots and analyses client issues, supporting and educating clients in the use of systems and programs. Identified program and system issues are referred internally for resolution.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:

- Answers user inquiries regarding computer software or hardware operation to resolve problems
- Identifies technical issues with systems and programs and forwards to programmers for resolution
- Writes, records, and edits online video training/support tools, adding content on an ongoing basis and keeping videos up to date with current products
- Writes and facilitates webinars on product use
- Coordinates invitation list and schedules for webinars
- Communicates with coworkers regarding the development of new or current customer issues
- Complete a daily time sheet log for the analysis of the support system, including top support requests, customers utilizing support, and which mediums are used for support
- Complete a biweekly report identifying the top support issues from within report time frame
- Recommend and promote one-on-one training programs to customers as needed

**EDUCATION AND/OR EXPERIENCE**
- College diploma preferred
- A minimum of two (2) years in a progressively evolving and complex customer support role required

**KNOWLEDGE, SKILLS, AND ABILITIES**:

- Must be proficient in the use of Microsoft Office, databases and web-based programs, with the proficiency and desire to learn new programs and software
- Proven written and verbal communication skills and possess excellent phone manner
- Strong interpersonal and presentation skills with the ability to effectively communicate technical instructions or information to a variety of audiences with various, and sometimes extremely basic, technical abilities
- Exhibit the ability to problem solve, take initiative and multitask with the competency and sound judgement to prioritize client issues
- Must have proven time management and organizational skills and demonstrate the ability to work independently and as a part of a team

**TRAVEL**:

- Drive occasionally for training, events, meetings, etc. as needed

**BENEFITS**:

- Competitive salaries
- 401k and great benefits package
- An outstanding collaborative work environment
- This role offered completely remote in Canada or the USA

**WORK ENVIRONMENT / PHYSICAL DEMANDS**:
Work is generally performed in an office environment and routinely requires employees to perform the following while carrying out the essential functions of this job:

- Use standard office equipment (computer, phone, printer/photocopier, etc.)
- Sit for long periods of time
- Lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position._
- We are committed to maintaining inclusive, barrier-free recruitment and selection processes and work environments. If you are contacted in relation to this or any other job opportunity or testing, please advise a representative in a timely manner of the accommodation measures which are required in order to enable you to be assessed in a fair and equitable manner. All information received relating to accommodation measures will remain confidential. Please note that we will not automatically consult accommodation requests from prior selection processes._