Tribute Technology is an established best-in-class Software as a Service technology company and solutions provider. Our customers include some of the largest and most prominent media brands in the world, spanning 4 continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through innovation and a commitment to excellent user experience.

ABOUT YOU:

Are you looking for a new and rewarding role within the technical support field? Are you driven? Self-motivated? A good listener? Comfortable speaking to a variety of people? Enjoy interacting with others in an empathy driven industry? Ensure that all technical aspects are functioning optimally for customers, maximizing their system capabilities, and making recommendations for improvements.

EDUCATION AND/OR EXPERIENCE:

• Must have 2 - 3 years of experience in customer service support in an online, B2B or DTC environment
• High school education or equivalent is required; post-secondary education is preferred.
• Minimum 2 years’ experience in a technical customer support capacity providing support for website or software products/services
• Experience with Software as a Service (SaaS) platforms or technical website support is required
• Hands-on experience with WordPress or other website platforms
• Proven technical/diagnostic ability along with the analytical ability to diagnose problems
• Ability to understand complex technical systems and workflows

KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to understand complex technical systems and workflows
• Excellent communication and interpersonal skills – verbal and written, are required to effectively and accurately communicates in English via email, text, and telephone
• Possess an attention to detail
• Ability to work with minimal supervision and research using traditional and online resources
• Ability to read/understand service manuals/bulletins
• Working familiarity of various office equipment (telephone, computer, etc.) and be proficient with basic skills in Internet, Excel, and Word
• Exposure to one or more of the following are required: HTML, CSS, JS, JSON, XML, and MySQL; proficiency is an asset

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to new issues in a timely manner and proactively follow up to existing ones
• Acknowledge, evaluate, and resolve technical and non-technical customer support issues by phone, live chat, and email
• Troubleshoot reported issues to determine the root cause
• Escalate issues to other teams and stakeholders when appropriate
• Moderate contributions for appropriate content
• Work collaboratively with the client-facing teams and customers
• Actively participate in the testing of product features and enhancements
• Take responsibility for the quality of all tasks and duties executed
• Identify repetitive tasks and implement efficiencies within the team
• Produce documentation for customer-facing and internal use, such as troubleshooting guides and FAQ’s