Technical Support

Position Overview

This role provides technical customer service support and troubleshooting via phone and online chat. The position focuses on customer satisfaction through timely responses and effective problem resolution.

• 20% IT-related tasks
• 50% technical support for cremation equipment and customer service
• 25% advanced electrical troubleshooting and component calibration

The role requires adaptability, as one of our control systems is new and still evolving. Candidates must be able to learn on the job and keep up with process and training updates.

Key Responsibilities

• Provide technical support to clients via phone and online platforms (TeamViewer, Zendesk, ECatcher).
• Set up online customers using web interfaces.
• Document all support activities in TeamViewer, Salesforce, and ECatcher.
• Perform advanced electrical troubleshooting and calibrate components as needed.
• Additional duties as assigned.

Qualifications

• High School Diploma or GED.
• 2 years of technical support experience or equivalent combination of education and experience.
• Proficiency in Windows OS, Android, Apple OS, MS Office Suite, Outlook, and internet applications.
• Strong analytical, problem-solving, and communication skills.
• Ability to manage multiple chats and calls simultaneously in a fast-paced environment.
• Mechanical aptitude; ability to guide others in using hand tools for electrical installations and calibration.
• Ability to de-escalate stressed clients while providing technical support.
• Willingness to work overtime as needed.

Ideal Candidate

• Comfortable juggling multiple chat boxes (3–4) while monitoring cremations and handling calls.
• IT or software engineering background with willingness to learn electrical troubleshooting.
• Previous call center or customer service experience.

Physical Requirements

• Regularly required to stand, walk, sit, and communicate effectively.
• Ability to lift up to 10 lbs occasionally.
• Reasonable accommodations available for individuals with disabilities.

This opportunity is located in Apopka, FL, offering a vibrant community and a supportive work environment. Join us and contribute to providing exceptional technical support in a dynamic and evolving field.