Technical Support Specialist

Technical Support Specialist Remote Canada Apply

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 You

We 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.
• Independent Troubleshooting & Learning:
• 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.

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

• Proficient 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 manner.
• Ability to explain technical information to a variety of audiences with varying technical abilities.
• Skilled in problem-solving, multitasking, and prioritizing client issues with sound judgment.
• Excellent time management, organizational skills, and the ability to work both independently and as part of a team.
• 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 a variety of technical issues.
• Strong initiative and self-motivation to learn and troubleshoot independently.
• Able to manage a high volume of tickets and phone calls, resolving issues in a timely manner.

Technical Skills

• MSSQL
• Crystal Reports 11

Benefits

• Fully remote position in Canada
• Competitive salary
• Comprehensive benefits package (Retirement savings plan, health, vision, dental, PTO, Paid Holidays, Corporate Equipment..)
• Outstanding collaborative work environment

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