Tier 1 Technical Support Representative

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not Specified

SweedPos, a product-driven startup, is seeking a Tier 1 Technical Support Representative to join their remote team. The company is building an all-in-one cannabis retail platform designed to simplify and enhance the operations of cannabis retailers. SweedPos aims to provide a seamless solution combining POS, eCommerce, Marketing, Analytics, and Inventory Management.

About SweedPos

SweedPos is dedicated to reimagining cannabis retail operations with an enterprise-grade platform. They focus on simplicity, efficiency, and innovation, building for scalability and performance to drive business growth for their clients. The company is motivated by the medicinal potential of cannabis and aims to drive the industry's transformation towards greater efficiency, accessibility, and customer-friendliness. They have been in the market for 6 years, continuously growing and refining their product, with a strong emphasis on earning customer trust and ensuring compliance within the complex legal landscape of the cannabis industry.

Job Summary

As a Technical Support Representative at SweedPos, you will be the primary point of contact for customers seeking support for the product. Your role will involve working closely with users to provide remote support for all components of the platform after launch, ensuring a positive customer experience.

Location and Working Hours

• Location: Remote
• Availability: Immediate need for individuals with flexibility in working hours. Open availability on weekends is highly desirable.

Responsibilities

• Welcome and manage diverse customer inquiries related to product features and technical issues.
• Troubleshoot and resolve complex technical problems efficiently.
• Collaborate with cross-functional teams to address and resolve technical challenges.
• Provide feedback to account, product, and development teams based on customer input.
• Communicate product updates and changes to customers.
• Test new features to ensure they meet customer requirements.
• Maintain accurate records of support requests and issues.
• Stay updated on product knowledge and industry trends.
• Identify and recommend improvements to support processes.

Required Qualifications

• 1-2 years of experience working in the cannabis industry.
• 1-2 years of experience working in a Technical Support environment.
• Experience with documentation and Standard Operating Procedures (SOPs).
• Experience supporting a complex SaaS product.
• Experience using a point-of-sale system.
• Experience working collaboratively with a team to achieve shared goals.
• Passion for adopting and using new technology.
• Personal accountability and punctuality.

Desired Qualifications

• Experience with APIs and Postman.
• Experience working with SQL.
• Experience with data visualization tools (e.g., Looker, Domo, Tableau).
• Technical certifications.

What SweedPos Offers

• Medical, dental, vision, and other health insurance options.
• Paid parental leave.
• Paid company observed holidays.
• Generous paid time off.

Company Information

SweedPos is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.