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Product Support Agent 🔥


Looking for a small team with a startup culture where you're more than a cog in the corporate wheel? You've found us! Portal42 builds innovative and modern software for the cannabis industry. Our products provide end-to-end solutions for dispensaries and cannabis retailers.

As a Technical Product Support Agent, you will provide technical support to our customers, partners, and employees through help desk software (Zendesk), chat (Slack), and screen shares (Upscope).

Responsibilities:

  • Manage, document, track, and monitor customer support requests to ensure a timely resolution and appropriate follow-up
  • Work closely with customers to identify, reproduce, and log issues
  • Resolve technical problems, detect patterns of issues, and communicate via the defined escalation path
  • Contribute to both internal and customer-facing documentation
  • Provide insights into customer needs to the Product team
  • Proactively communicate customer improvement potentials to the Customer Success team

Qualifications:

  • 3+ years of experience in a technical support role with experience handling urgent issues
  • Strong customer-oriented mindset
  • Strong written and verbal communication skills, interpersonal skills, including the ability to manage upset customers, and time-management and organizational skills
  • Strong problem-solving skills and ability to deal with ambiguity
  • Able to promptly answer support related email, phone calls, and other electronic communications
  • Highly motivated and able to learn new technologies quickly
  • Cannabis experience required

Advantages:

  • Experience in the cannabis industry
  • Knowledge of Zendesk, Confluence, and JIRA

Perks:

  • 100% remote work from anywhere in the US
  • Strong belief in work/life balance
  • Diverse, smart, and talented co-workers
  • Collaborative environment, everyone can share their ideas
  • Opportunities to learn, grow, and advance your career
  • If you're highly motivated and want to work with a close-knit team that loves solving challenges, we'd love to talk to you.

Job Type: Full-time

Pay: From $40,000.00 per year

Benefits:

  • Paid time off

Schedule:

  • 8 hour shift
  • Holidays
  • Weekends

Experience:

  • Cannabis: 1 year (Required)

Work Location:

  • Fully Remote

This Job Is:

  • Open to applicants who do not have a college diploma

Company's website:

  • http://portal42.us/

COVID-19 Precaution(s):

  • Remote interview process
  • Virtual meetings

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