Customer Support Specialist

Hirebridge; Canada; On-site; CAD 45,000 - 65,000; Full time

Job summary

A leading technology firm in Canada seeks a motivated technical support specialist to enhance customer experience. In this role, you will troubleshoot technical issues, provide customer support via various channels, and create documentation to aid users. Ideal candidates are self-driven, empathetic communicators with strong problem-solving skills.

Qualifications

• Driven and self-motivated individual.
• Good listening skills and empathy for customer interactions.
• Comfortable speaking with a variety of people.

Responsibilities

• Respond promptly to new technical issues.
• Evaluate and resolve customer support issues.
• Troubleshoot reported issues to find root causes.
• Create documentation such as troubleshooting guides.

Skills

Technical troubleshooting

Customer support communication

Empathy in communication

Job description

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 combines the stability of B2B software with 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? Do you enjoy interacting with others in an empathy-driven industry? Your role will ensure that all technical aspects are functioning optimally for customers, maximizing their system capabilities, and making recommendations for improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond promptly to new issues and proactively follow up on existing ones
• Acknowledge, evaluate, and resolve technical and non-technical customer support issues via phone, live chat, and email
• Troubleshoot reported issues to determine root causes
• Escalate issues to other teams and stakeholders when necessary
• Moderate contributions for appropriate content
• Collaborate with client-facing teams and customers
• Participate in testing product features and enhancements
• Ensure the quality of all tasks and duties performed
• Identify repetitive tasks and implement team efficiencies
• Create documentation such as troubleshooting guides and FAQs for both customer-facing and internal use