Support Center Agent at Park Lawn Corporation

Why Work for Park Lawn Corporation?

Service

• At every level, our dedicated team members display a strong work ethic and commitment to our core values, respect for the family, the profession, and the individual.
• Work with leading experts in the funeral and cemetery profession.

Benefits

• Financial assistant programs encouraging employees through education and development in industry related subjects.
• Robust Health and Welfare Plans, and savings account options, designed to support your personal needs, enhance well-being and help navigate life’s challenges.
• Rich 401k and Roth Retirement Plan options available for both Full Time and Part Time employees along with a Company Match.
• Variety of Vacation, Personal Days and Sick Days based on your role emphasizing the importance of physical and emotional replenishment for our team.
• Employee Discounts on services, merchandise, and property to help our team members in their time of need.

Culture

• We value honesty, courage, integrity, ethical behavior and the development of personal growth.
• We are rooted in the communities to provide a personal touch to every family we serve.
• We believe in the value of funeral and cemetery service, drawing on decades of experience to create the best experience for our families.

Summary/Objective

This position is responsible for providing frontline IT support to Park Lawn Corporation staff across corporate, field, and funeral home locations. This role handles incoming incidents and service requests, troubleshoots technical issues, documents solutions, and ensures customer satisfaction. The Support Center agent works under the direction of the Help Desk Supervisor and collaborates with other IT teams to ensure timely and effective resolution of support needs.

Essential Functions

• Responds to and resolve first-level and second-level technical support issues via phone, email, and ticketing system.
• Logs and tracks all incidents and requests in the IT ticketing system, ensuring timely resolution and accurate documentation.
• Provides support for proprietary software (e.g., FaCTS), Microsoft 365 applications, Teams, printing, and endpoint devices.
• Follows defined escalation procedures to route complex issues to Tier 2/3 support or appropriate IT teams.
• Assists with user onboarding, including account setup, hardware configuration, and access provisioning.
• Maintains knowledge base articles and contribute to support documentation improvements.
• Monitors support queues and prioritize issues based on urgency and impact.
• Delivers excellent customer service and maintain positive relationships with internal users.
• Participates in shift coverage, on-call rotations, and occasional after-hours support when needed.
• Performs other duties, as assigned.

Competencies

• Detail Orientation.
• Communication Proficiency.
• Teamwork Orientation.
• Customer Service Orientation.
• Time Management.

Required Education, Experience, Certifications and Licensure

• High school diploma or equivalent required; associate degree or technical certification preferred.
• 1+ years of experience in a help desk or IT support role.
• Experience supporting end users in a multi-location or field-based environment is a plus.
• Valid state issued driver’s license in good standing and acceptable driving record.

Additional Eligibility Qualifications

• Ability to read, write and speak English fluently. Bilingual is a plus.
• Strong troubleshooting skills across desktop, application, and basic network issues.
• Familiarity with Windows OS, Microsoft 365, Teams, and ticketing systems.
• Excellent verbal and written communication skills.
• Customer service orientation and ability to manage multiple tasks in a fast-paced environment.
• Willingness to learn proprietary systems and internal processes quickly.

Supervisory Responsibility

This position has no direct supervisory responsibilities.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• The duties associated with this position are generally performed in an indoor office setting. 
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, Access and PowerPoint) required.
• Equipment used to perform the essential function of this position includes, but is not limited to computer, fax, copier, merchant terminal, multi-line phone system, personal or Company owned vehicle.
• Employees in this role are regularly required to climb, sit, stand, bend, kneel, and frequently lift up to 75 pounds and may be required to lift up to 100 pounds.
• Employee may be required to drive a vehicle while on Company business, maintain a good driving record and be insurable under Company vehicle insurance. 
• This position may also require reaching, pushing, and pulling. 
• This position may also be exposed to chemicals and/ or blood borne pathogens.  Exposure risk is considered:    __√__ Low      _____ Moderate     _____High
• Overtime is sometimes necessary.

Travel

• This position may require up to 10 percent out of area and overnight travel.
• Travel is primarily local occurring during the business day only.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.