Technical Support Specialist

2 weeks ago

Manila, Philippines Vista Equity Partners Management, LLC Full time

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.

ABOUT YOU:

The Technical Support Specialist is responsible for providing technical assistance to clients in the use of systems and programs. You are responsible for responding to and assisting clients with technical issues and developing, or assisting with, help videos for products. You will troubleshoot and analyze client issues, support, and educate clients in the use of systems and programs. Identified program and system issues are referred internally for resolution, as well.

WHAT YOU'LL DO:

  • Receives requests for and provides technical assistance to clients by phone or email within time limitations as set out by company procedures
  • 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
  • Monitors email regarding product, responding to issues and coordinating transactions and refunds as necessary
  • 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
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