Customer Support Technician

May 11

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Distru

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Inventory Management • CRM • Order Fulfillment • Operations Management

11 - 50 employees

Founded 2016

☁️ SaaS

📋 Compliance

💰 $3M Seed Round on 2019-06

Description

• Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales • Responding to support tickets and identifying their issues • Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem • Solving complex tickets with tools like SQL • Making video recordings of solutions for customers to have them watch • Jumping on the phone with customers to debug issues • Identifying common questions that should have a knowledge base article and helping us create that article • Master the tools we use in-house (i.e. Hubspot, Intercom, SQL)

Requirements

• A strong desire to learn and succeed in supporting cannabis operations • Excellent written communication skills • Comfort on the phone, strong email writing skills, and happy to handle objections • A good sense of humor and desire to have fun • Be willing to work specific hours to provide support coverage to our customers • Prior experience taking calls directly from customers in a technical support capacity • The ability to write about technical subjects clearly in a non-boring style • Proposes solutions, doesn't just point out problems • Proven to leverage tools to help solve problems i.e excel, software, etc. Preferred not required • Previous CRM experience, Hubspot is a plus • Previous experience using technical tools like SQL • Experience in the cannabis industry • Previous SaaS support experience • Hands-on experience managing customer issues through ticketing solutions (such as Intercom) • Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution

Benefits

• 18 days Paid Time Off (We want you to use these!) • Full Medical, Vision and Dental insurance coverage for employee, and 90% for spouse, domestic partner, and any dependent family members (US based employees) • Competitive Salary • Generous stock options with employee-friendly exercise terms and post-termination exercise window • Working with successful and experienced teammates coming from top cannabis operations in the US • Education on the ins and outs of the Cannabis Industry that's hard to find anywhere else