Description
As a Technical Partner Support Specialist, you will serve as a dedicated resource supporting partners, funeral home customers, and agents using the company's digital platforms. Your role will include providing frontline technical support, resolving complex system issues, guiding users through workflows, and translating technical concepts into understandable guidance. You will work with a team to identify patterns, provide product feedback, and contribute to the continued improvement of digital tools, training, and communication.
Your responsibilities will include:
- Provide technical and customer support via phone, chat, and email for agents, partners, and funeral home users.
- Guide users through system workflows, navigation, and best practices across portals and eApplications.
- Diagnose and resolve technical issues related to logins, access, usability, errors, integrations, and browser/device conflicts.
- Identify root causes of issues (user error, system defect, configuration, or integration issue).
- Reproduce issues, document steps, capture screenshots and error codes, and escalate defects to IT/Product teams.
- Act as a liaison between external users and internal technical teams, providing status updates through resolution.
- Identify recurring issues and friction points impacting user experience and adoption.
- Contribute to FAQs, training materials, and knowledge base documentation.
- Provide feedback to product and development teams to support platform enhancements and new features.
- Support the rollout and adoption of new tools, functionality, and system updates.
Requirements
- Bachelor’s degree preferred in Business, Communications, or related field
- 3+ years of experience in customer service, customer success, account management, or technical support
- Experience supporting eApplication, CRM, and SaaS platforms preferred
- Experience working with agents, partners, or external clients strongly preferred
Pay and Benefits Summary:
Our benefits include:
- An excellent schedule – office closes at 1 p.m. every Friday
- Annual profit sharing
- 401(k) with company match with discretionary contribution
- Company-sponsored group medical and dental insurance
- Company-paid life insurance
- Company-paid long-term disability
- Hybrid work environment
- Paid holidays
- Generous vacation time and sick leave
- Paid parental leave
- Casual dress year-round
About Homesteaders:
Homesteaders Life Company, a mutual company owned by its policy holders, is a national leader providing products and services to help people design a better farewell. Founded in 1906, Homesteaders is known for secure preneed funding and innovative solutions that help funeral and end-of-life professionals and consumers connect with each other.
We are currently hiring in AL, FL, GA, IA, IN, KS, LA, MI, MS, MT, NC, NE, OH, OK, PA, SC, TN, TX, UT, VA, WI, WV.
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Skills Required
- Bachelor's degree preferred in Business, Communications, or related field
- 3+ years of experience in customer service, customer success, account management, or technical support
- Experience supporting eApplication, CRM, and SaaS platforms
- Experience working with agents, partners, or external clients
What We Do
Homesteaders Life Company is an insurance provider that specializes in funding prearranged funeral plans through preneed life insurance policies, helping families plan meaningful farewells with confidence.
