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Technical Support Specialist
4 weeks ago
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.
Join SRS Computing, a premier partner of Tribute Technology, the leading provider for software solutions to funeral homes, crematories, cemeteries, and families.
About YouWe are seeking a Tier I Technical Support Specialist to deliver exceptional customer service, troubleshooting, and resolving technical issues for our software solutions. The ideal candidate will have strong problem-solving abilities, technical aptitude, and a proactive attitude toward learning and professional growth.
What You'll Do- Customer & Technical Support (50% Phone, 50% Email/Tickets):
- Handle inbound customer phone calls, troubleshoot, and provide effective solutions in a timely manner.
- Resolve inquiries submitted through the email system and ticketing portal, taking ownership of tickets from start to finish.
- Speak to customers clearly, translating technical information in an understandable way.
- Utilize remote screen sharing tools to gain a deeper understanding of issues and gather necessary screenshots or details.
- Report Creation & Analysis:
- Gather specifications from customers to create custom reports using Crystal Reports 11.
- Write and interpret basic SQL queries to help resolve customer issues and support reporting needs.
- Assist customers in generating reports and troubleshooting reporting-related problems.
- Work independently to resolve issues using available knowledge bases and online documentation, proactively seeking out solutions.
- Learn new concepts quickly in a dynamic environment, often without immediate assistance, and apply this knowledge to resolve issues.
- Take initiative in self-teaching and improving your technical understanding to effectively handle complex inquiries.
- Knowledge Sharing & Documentation Updates:
- Participate in bi-weekly knowledge-sharing sessions to exchange insights with the team.
- Contribute to updating and improving internal documentation based on recurring issues or new findings.
- Share solutions and best practices with the team to improve overall service delivery.
