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