This is a remote full-time opportunity. Must be willing to work US business hours.

THINGS YOU MAY WORK ON

• Supporting customer happiness and retention by 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

• 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)

DESIRED EXPERIENCE

• 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 a 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

• Experience in the cannabis industry or experience in the supply chain, production or management, and inventory management.

• 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