​This is a full-time Technical Support Specialist role at Tribute Technology, a company that provides software and technology solutions (B2B software and eCommerce) for the funeral industry, focusing on end-of-life celebrations. This is a crucial customer-facing support role that handles technical issues via phone, chat, and email, with a required background in web/SaaS support.

• ​Location: Fully Remote USA (Fully remote in North America).
• ​Experience Required:
  • ​2 – 3 years of experience in customer service support in an online, B2B or DTC environment.
  • ​Minimum 2 years’ experience in a technical customer support capacity providing support for website or software products/services.
• ​Focus: Troubleshooting, diagnosing root causes, and resolving technical and non-technical issues for customers using the company’s website or SaaS platforms.
• ​Technical Requirement: Hands-on experience with WordPress or other website platforms; Exposure to HTML, CSS, JS, JSON, XML, and MySQL is required.

​Essential Duties and Responsibilities: Troubleshooting and Documentation

​The Specialist is the primary responder for customer inquiries, ensuring system functionality and maximizing customer capabilities in an empathy-driven industry.

• ​Customer Interaction: Respond to new issues in a timely manner and proactively follow up. Acknowledge, evaluate, and resolve technical and non-technical customer support issues by phone, live chat, and email.
• ​Troubleshooting & Escalation: Troubleshoot reported issues to determine the root cause. Escalate issues to other teams and stakeholders when appropriate.
• ​Collaboration: Work collaboratively with the client-facing teams and customers. Actively participate in the testing of product features and enhancements.
• ​Documentation & Efficiency: Produce documentation for customer-facing and internal use (troubleshooting guides and FAQs). Identify repetitive tasks and implement efficiencies within the team.
• ​Moderation: Moderate contributions for appropriate content.

​Required Experience and Technical Knowledge

​The ideal candidate must have proven technical diagnostic ability, experience supporting web applications, and familiarity with core web technologies.

• ​Support Experience: Minimum 2 years in technical customer support for a website or software product/service. Experience with Software as a Service (SaaS) platforms or technical website support is required.
• ​Web Platforms: Hands-on experience with WordPress or other website platforms.
• ​Technical Diagnostic Ability: Proven technical/diagnostic ability along with the analytical ability to diagnose problems. Ability to understand complex technical systems and workflows.
• ​Web/Data Exposure (Required): Exposure to one or more of the following are required (proficiency is an asset): HTML, CSS, JS, JSON, XML, and MySQL.
• ​Communication: Excellent communication and interpersonal skills (verbal and written) in English.
• ​Tools: Proficient with basic skills in Internet, Excel, and Word.