Unlock your remote work journey: you shine, we match you! Once you apply, you will be receiving your profile link in the next 24 hours. After applying you will need to complete your profile and receive follow-ups from our talent advisors, and our AI platform will do the rest.
Summary:
We are looking for a Technical Support Specialist to join our team and provide top-tier support to our clients in the cannabis operations industry. If you’re passionate about helping customers solve technical challenges while working with cutting-edge SaaS solutions, this role is for you!
Key Responsibilities
- Provide exceptional customer support via ticketing systems like Intercom, ensuring issues are resolved promptly and effectively.
- Troubleshoot and resolve customer inquiries related to our Enterprise Software or SaaS Solution, maintaining high satisfaction levels.
- Take direct calls from customers to assist with technical issues, objections, and complex problem-solving.
- Craft clear, concise, and engaging written responses to technical inquiries, making complex concepts easy to understand.
- Collaborate with internal teams to escalate and resolve advanced technical issues, contributing to product improvement.
- Monitor and manage a ticket queue, ensuring all customer interactions are handled within defined SLAs.
- Commit to working specific hours to meet customer support needs, including potential shifts or on-call coverage.
Qualifications
- Proficiency in English language skills at either C1 or C2 level is required
- English Resume is required
- Prior SaaS support experience, with hands-on technical troubleshooting expertise.
- Experience managing customer issues through ticketing platforms like Intercom.
- Proven track record of success in a technical support role for an Enterprise Software or SaaS solution.
- Strong verbal communication skills, with the ability to handle objections professionally and confidently.