Job Description

Tribute Technology is an established best-in-class Software as a Service technology company and solutions provider. Our customers include some of the largest and most prominent media brands in the world, spanning 4 continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through innovation and a commitment to excellent user experience.

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.

ABOUT YOU:

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:

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

EDUCATION AND/OR EXPERIENCE:

Must have 2 - 3 years of experience in customer service support in an online, B2B or DTC environment 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

KNOWLEDGE, SKILLS, AND ABILITIES:

Ability to understand complex technical systems and workflows Excellent communication and interpersonal skills - verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone Possess an attention to detail Ability to work with minimal supervision and research using traditional and online resources Ability to read/understand service manuals/bulletins Working familiarity of various office equipment (telephone, computer, etc.) and be proficient with basic skills in Internet, Excel, and Word Exposure to one or more of the following are required: HTML, CSS, JS, JSON, XML, and MySQL; proficiency is an asset

BENEFITS:

Competitive salary Comprehensive benefits package (401k Match, Cigna for health, vision, dental, PTO, Paid Holidays, Corporate Equipment) Fully remote in North America

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

We are not sponsoring visas for this role at this time.