Customer Support Specialist - Kingston, Canada - Frazer Consultants

Description

ABOUT TRIBUTE TECHNOLOGY:

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.

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ABOUT YOU:The
Customer Support Specialist is responsible for providing technical assistance to clients in the use of systems and programs. You are responsible for responding to and assisting clients with technical issues and developing, or assisting with, help videos for products. You will troubleshoot and analyze client issues, supporting and educating clients in the use of systems and programs. Identify program and system issues and refer them internally for resolution with the internal team members.


ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answers user inquiries regarding computer software or hardware operation to resolve problems
• Identifies technical issues with systems and programs and forwards to programmers for resolution
• Writes, records, and edits online video training/support tools, adding content on an ongoing basis and keeping videos up to date with current products
• Writes and facilitates webinars on product use
• Coordinates invitation list and schedules for webinars
• Communicates with coworkers regarding the development of new or current customer issues
• Complete a daily time sheet log for the analysis of the support system, including top support requests, customers utilizing support, and which mediums are used for support
• Complete a biweekly report identifying the top support issues from within report time frame
• Recommend and promote oneonone training programs to customers as needed

EDUCATION AND/OR EXPERIENCE

• College diploma preferred
• A minimum of two (2) years in a progressively evolving and complex customer support role required

KNOWLEDGE, SKILLS, AND ABILITIES:

• Must be proficient in the use of Microsoft Office, databases and webbased programs, with the proficiency and desire to learn new programs and software
• Proven written and verbal communication skills and possess excellent phone manner
• Strong interpersonal and presentation skills with the ability to effectively communicate technical instructions or information to a variety of audiences with various, and sometimes extremely basic, technical abilities
• Exhibit the ability to problem solve, take initiative and multitask with the competency and sound judgement to prioritize client issues
• Must have proven time management and organizational skills and demonstrate the ability to work independently and as a part of a team

BENEFITS:

• Competitive salaries
• 401k and great benefits package
• An outstanding collaborative work environment

WORK ENVIRONMENT / PHYSICAL DEMANDS:

Work is generally performed in an office environment and routinely requires employees to perform the following while carrying out the essential functions of this job:

• Use standard office equipment (computer, phone, printer/photocopier, etc.)
• Sit for long periods of time
• Lift and/or move up to 10 pounds and occasionally lift and/or move up to 20 pounds
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position._