Technical Support Specialist - Remote Equipment Systems

Coordinator - Technical Support

Matthews International is the acknowledged global leader in Cremation Equipment, with more than 5,000 cremators installed worldwide! The Technical Support Representative is responsible for supporting funeral homes and crematories that are subscribed to our M-Pyre system. The M-Pyre system is our most advanced system and allows the Matthews support team to log in to crematory machines from anywhere in the world. We are looking for individuals who have operated cremators, worked in the deathcare industry or have keen interest in beginning their careers in this industry. Medical Benefits: Covered Day 1! 401K: Immediately Vested, Company Match! Stock Purchase Plan: Quarterly Company Match! ETO: 13 Days

JOB RESPONSIBILITIES

• Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
• Solves complex problems regarding technical support.
• Sets up online customers using web interface.
• Route incoming calls to appropriate department.
• Documents all support provided in Team Viewer and Salesforce, and other websites.
• Creates inventory lists for needed parts and/or equipment.
• Estimates repair and/or product costs.
• Participates in problem solving and root cause analysis with the customer.
• Provides training for internal/external employees on technical support.
• Additional duties as assigned.

ADDITIONAL RESPONSIBILITIES

ADDITIONAL QUALIFICATIONS

QUALIFICATIONS / REQUIREMENTS

• Associate's degree or equivalent from two-year college or technical school in Information Technology or related field.
• 2+ years of previous technical support experience; or equivalent combination of education and experience.
• Occasional travel either locally, nationally, and/or internationally may be required.
• High degree of proficiency MS Office Suite, Outlook & Internet applications.
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
• Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
• Solid understanding and application of mathematical concepts.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work with and influence peers and senior management.
• Self-motivated with critical attention to detail, deadlines and reporting.
• Cremation/Deathcare Industry experience is a plus.
• Possessing a mechanical and/or electrical aptitude is a plus for the ability to instruct other people on how to use hand tools for electrical parts installation and calibration over the phone.
• Ability to work overtime as necessary

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds.
• * Reasonable accommodations may be made to enable individuals to perform the essential functions.