Job Overview
Job TitleTechnical Support Specialist
Job TypeFull Time
Offered SalaryCA$70,000
LocationHybrid
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Job Description
About Tribute Technology
Tribute Technology provides innovative technology solutions to make end-of-life celebrations memorable, meaningful, and effortless. Our mission is to help communities celebrate life and honor loved ones. We offer a comprehensive platform integrating software and technology for families, funeral homes, and online publishers. As the market leader in the US and Canada, we are expanding globally with a team of over 400 individuals across the US, Canada, Philippines, Ukraine, and India. Join SRS Computing, a premier partner of Tribute Technology, the leading provider of software solutions for funeral homes, crematories, cemeteries, and families.About You
We are seeking a Tier I Technical Support Specialist to deliver exceptional customer service, troubleshoot, and resolve technical issues for our software solutions. The ideal candidate will possess strong problem-solving abilities, technical aptitude, and a proactive attitude towards learning and professional growth.What You'll Do
- Customer & Technical Support: Handle inbound customer phone calls (50%) and respond to emails/tickets (50%), providing timely and effective solutions. Take ownership of tickets from initiation to resolution. Communicate technical information clearly and understandably to customers. Utilize remote screen sharing tools for in-depth issue diagnosis and data gathering.
- Report Creation & Analysis: Gather customer specifications to create custom reports using Crystal Reports 11. Write and interpret basic SQL queries to aid in issue resolution and support reporting needs. Assist customers with report generation and troubleshooting reporting-related problems.
- Independent Troubleshooting & Learning: Independently resolve issues by consulting knowledge bases and online documentation. Learn new concepts quickly in a dynamic environment and apply knowledge to resolve issues without immediate assistance. Proactively enhance technical understanding to handle complex inquiries.
- Knowledge Sharing & Documentation Updates: Participate in bi-weekly knowledge-sharing sessions with the team. Contribute to updating and improving internal documentation based on recurring issues or new findings. Share solutions and best practices to enhance overall service delivery.
What You'll Need
- Bachelor’s degree in Computer Information Systems or Technical Support
- OR a minimum of two (2) years in a progressively evolving, complex, and technical customer support role.
What's Essential
- Proficiency in office programs, databases, and web-based applications, with a desire to learn new software.
- Proven experience in both customer support and technical troubleshooting roles.
- Strong written and verbal communication skills, with excellent phone etiquette.
- Ability to explain technical information to diverse audiences with varying technical expertise.
- Skilled in problem-solving, multitasking, and prioritizing client issues with sound judgment.
- Excellent time management, organizational skills, and ability to work independently and collaboratively.
- Basic SQL knowledge, with the ability to write and interpret queries.
- Familiarity with remote troubleshooting tools (e.g., screen sharing software).
- Comfortable working independently in a fully remote environment, managing various technical issues.
- Strong initiative and self-motivation for independent learning and troubleshooting.
- Ability to manage a high volume of tickets and phone calls, resolving issues efficiently.
Technical Skills
- MSSQL
- Crystal Reports 11
Benefits
- Fully remote position across Canada
- Competitive salary
- Comprehensive benefits package (Retirement savings plan, health, vision, dental, PTO, Paid Holidays, Corporate Equipment..)
- Outstanding collaborative work environment
Key skills/competency
- Technical Support Specialist
- Customer Service
- Troubleshooting
- SQL
- Crystal Reports
- Remote Support
- Problem-Solving
- Communication Skills
- Documentation
- Ticket Management
How to Get Hired at Tribute Technology
- Tailor your resume: Highlight your experience with SQL, Crystal Reports, and customer support, emphasizing problem-solving and communication skills for a Technical Support Specialist role.
- Craft a compelling cover letter: Clearly state your interest in Tribute Technology and how your technical aptitude and remote work experience align with the company's mission.
- Prepare for technical assessments: Be ready to demonstrate your ability to troubleshoot common software issues and your basic SQL query knowledge during the interview process.
- Showcase remote work readiness: Emphasize your self-motivation, time management, and ability to work independently in a fully remote environment.
- Research Tribute Technology: Understand their innovative solutions for end-of-life celebrations and their market leadership to articulate your value proposition effectively.
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