About Tribute Technology
Tribute Technology transforms end-of-life celebrations into meaningful experiences through innovative technology solutions. Our platform provides personalized services for families and efficient, profitable tools for funeral homes and obituary hosting services. As the US and Canada market leader with global expansion plans, Tribute combines the stability of B2B software with the growth potential of eCommerce. Our team of over 400 individuals spans the US, Canada, Philippines, and Ukraine, delivering exceptional service and cutting-edge technology.
About the Role
We are looking for a Technical Support Specialist to provide expert support for our SaaS and website platforms. You will ensure all technical aspects function optimally, helping customers maximize system capabilities while offering guidance for improvements. This role requires empathy, strong communication skills, and technical problem-solving expertise.
Location: Fully Remote (North America)
Employment Type: Full-Time
Key Responsibilities
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Respond promptly to new customer issues and proactively follow up on existing ones via phone, live chat, and email.
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Troubleshoot and resolve technical and non-technical customer support issues, escalating when necessary.
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Moderate user contributions for appropriateness and accuracy.
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Collaborate with client-facing teams and customers to improve workflows.
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Participate in testing product features and enhancements.
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Create and maintain documentation for troubleshooting guides and FAQs for internal and customer use.
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Identify repetitive tasks and propose process improvements to enhance team efficiency.
Required Qualifications
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2–3 years of customer service experience in online, B2B, or DTC environments.
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Minimum 2 years in technical support for SaaS, websites, or software products/services.
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High school diploma or equivalent; post-secondary education preferred.
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Hands-on experience with WordPress or other website platforms.
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Strong technical and diagnostic abilities, with analytical skills to identify and resolve issues.
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Familiarity with HTML, CSS, JavaScript, JSON, XML, and MySQL is preferred.
Skills & Abilities
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Ability to understand complex technical systems and workflows.
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Excellent verbal and written communication skills in English.
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Strong attention to detail and ability to work independently.
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Comfortable using office tools (telephone, computer, internet, Excel, Word).
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Resourceful in research using traditional and online methods.
Benefits
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Competitive salary
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Comprehensive benefits package: 401k Match, Cigna Health, Vision, Dental, PTO, Paid Holidays
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Corporate equipment provided
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Fully remote in North America
Equal Opportunity Statement
Tribute Technology provides equal employment opportunities to all applicants regardless of race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status, or other legally protected characteristics. Reasonable accommodations are available for individuals with disabilities.