By Job Opportunity:
Customer Service Representative and Virtual Funeral Technician
Full Time
Remote Position
*Canadians may apply*
Keeper is a digital memorialization solutions provider driven by passionate people who help individuals, cemeteries, funeral homes, and government agencies create beautiful and meaningful online memorial experiences. We are looking to add more members to our customer service and virtual funeral team!
Keeper is seeking a compassionate and empathetic customer service representative. The ideal candidate will have a background in customer support, is an expert at Zoom, is technically proficient, and has experience in the end-of-life industry.
The role will involve providing excellent technical customer support to Keeper memorial page users over chat, email, and on the phone. This role will also involve part time work assisting Keeper’s Virtual Memorial Service team to host funerals and life celebrations over Zoom. A virtual memorial service is an online gathering of family, friends, and community members to commemorate a life.
Customer Service Responsibilities:
- Communicate with clients via phone, email, and chat to answer questions about how to use Keeper’s online memorial platform
- Build and maintain positive relationships with clients by providing excellent customer service and empathetic support
- Assist clients in creating and customizing their online memorial experiences, including adding photos, videos, and other personalized content
- Keep detailed records of all interactions with clients and provide regular updates to other team members
- Communicate bugs to the development team
- Update the FAQ documentation
- Continuously improve customer service processes and procedures to ensure the highest level of customer satisfaction
Customer Service Qualifications:
- 2+ years experience in customer service or technical support
- Experience using Jira Service Management, or other ticketing systems
- Knowledge of the death industry and experience in working with grieving families is a big plus
- Strong interpersonal skills and the ability to communicate effectively and compassionately with clients
- Excellent written and verbal English communication
- High attention to detail and excellent organizational skills
Virtual Memorial Service Technician Responsibilities:
- Attend the technical run-through of the memorial service on the scheduled date (before the service), advise all speakers on their visual and audio setup, and demonstrate how the service will run
- Review and test all audio visual before the service and convert files when necessary
- Coordinate with technical support team to ensure smooth execution of the memorial service, including troubleshooting any technical issues that may arise, and providing support during the service
- Mute/unmute and spotlight speakers, play media, post in the chat, and other duties as needed during the virtual event
- Provide zoom technical support via the chat during the service if guests are in need
Virtual Memorial Service Technician Qualifications:
- Expert in video conferencing software, including Zoom
- Experience with livestream, virtual and hybrid events
- Ability to troubleshoot technical issues and work under pressure in a fast-paced environment
- Strong knowledge of audio and video formats with the ability to manage playback issues
- Strong interpersonal skills and the ability to communicate effectively and compassionately with clients
If you meet the above qualifications and are passionate about providing exceptional customer service during memorial services, we encourage you to apply for this position.
Send your CV to charles@mykeeper.com
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