POSITION SUMMARY
Join Matthews International , the global leader in cremation technology, with over 5,000 systems installed worldwide.
In this role, you’ll support our advanced M-Pyre system , a cutting-edge platform that enables remote access and monitoring of cremation equipment across the globe. As a Technical Support Specialist, you will partner with funeral homes and crematories to deliver reliable, real-time support—helping ensure critical operations run smoothly.
This is an excellent opportunity for individuals with technical aptitude , customer support experience , or those with a background (or interest) in the deathcare or cremation industry .
Perks
- Clear career advancement for continued growth and development!
- Medical, Dental & Vision: Enjoy peace of mind with our comprehensive benefits package effective day 1, including an employer HSA (Health Savings Account) contribution.
- Earned Time Off: Recharge and rejuvenate with earned time off to spend on your terms.
- Paid Holidays: Celebrate special moments and create lasting memories with paid holidays.
- Financial Perks: 401(k) program with company match as well as an Employee Stock Purchase Program.
- Education Perks: We believe in your continued growth and offer educational assistance to support your professional development.
- Dependent Scholarship Opportunities: We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.
WHY JOIN MATTHEWS
- Work with industry-leading, innovative technology
- Be part of a global organization with a meaningful mission
- Gain specialized experience in a unique and growing field
- Opportunity to develop technical and customer-facing skills
JOB RESPONSIBILITIES
- Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
- Solves complex problems regarding technical support.
- Sets up online customers using web interface.
- Route incoming calls to appropriate department.
- Documents all support provided in Team Viewer and Salesforce, and other websites.
- Creates inventory lists for needed parts and/or equipment.
- Estimates repair and/or product costs.
- Participates in problem solving and root cause analysis with the customer.
- Provides training for internal/external employees on technical support.
- Additional duties as assigned.
QUALIFICATIONS / REQUIREMENTS
- Associate’s degree or equivalent from two-year college or technical school in Information Technology or related field preferred.
- 2+ years of previous technical support experience; or equivalent combination of education and experience.
- High d