Customer Support Representative

9 hours ago

🐊 Florida – Remote

Although this job is listed in Florida, this company may be open to hiring remote in other states.

💵 $16 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Metrc

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Metrc is a company that specializes in track-and-trace technology for the cannabis industry, providing end-to-end supply chain visibility. Established in Colorado in 2011, Metrc has pioneered a solution that combines advanced software, RFID technology, and a secure database to track cannabis from seed to sale. Metrc provides tools to streamline compliance, support tax revenue accounting, and secure regulated markets. Additionally, it offers support and training to ensure effective use of its platform. The company partners with various states and regions across the United States, including California, Virginia, and Colorado, to implement its supply chain solutions.

RFID

51 - 200 employees

Founded 2013

📋 Compliance

☁️ SaaS

🏛️ Government

💰 Venture Round on 2018-10

Description

• The Customer Support Associate is responsible for supporting our customers using web-based software, dealing with their unique growing, selling and production styles; as well as explaining to clients how to utilize our software. • As our customers’ first point of contact, Customer Support Associates are the friendly voice of Metrc, providing world class customer service, troubleshooting, and light technical support. • Live Metrc’s Core Values – Every day and all the time. • Receive incoming and place outgoing calls; sends outgoing messages and responds to incoming emails • Obtains and verifies user information • First point of contact, works closely with clients to determine needs, research issues, and provide necessary information • Provide resolution under guidance from a Customer Support Specialist or Senior Specialist • Provides a clear history of all issues by documenting each call using good grammatical sentences • Continually updates job knowledge by studying guides, manuals, and published procedures, participating in educational opportunities • Ensures clear understanding of guides, manuals, and published procedures. • Guidance and support provided when necessary • Participates in communication between fellow Customer Support Specialists, Senior Specialists, and Supervisors • Keeps equipment operational by following established procedures and reporting malfunctions • Displays dedication and commitment of company visions and goals • Enjoys engaging with customers, team members, and being part of a growing organization

Requirements

• High school diploma or equivalent required • One (1) to two (2) years of professional customer service/support expertise and/or proven technical ability (either via phone, virtual, chat, or in-person) • Flexibility to work dependent upon business needs to include occasional Saturdays and/or Sundays • Proficient keyboarding/typing skills- Minimum 35 wpm • Excellent customer service skills with a passion for service; "Client Focused" • Creative, flexible, and innovative team player • Commitment to excellence and high standards • Discipline to work remotely, while following a set schedule • Willingness to work within a constantly changing work environment with flexibility and enthusiasm • Excellent written communication skills with demonstrated ability to write clearly and informatively • Excellent verbal communication skills including the ability to listen attentively, clarify needs and remain positive • Proficient at the use of Microsoft Word, PowerPoint, and Excel (or equivalent programs) • Ability to manage multiple applications running simultaneously • Must have high-speed, land line internet service (50 megabits download and 1 megabit upload) from a reliable provider • Successful completion of a pre-employment assessment • Successful completion of initial training