0925 - 326DIS | Customer Support Technician

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Customer Support Technician (US-Based Client)

A US-based company is hiring a remote Customer Support Technician to join their team. This role is open to LATAM-based candidates who are passionate about solving problems, supporting customers, and working cross-functionally in a fast-paced environment.

Things You May Work On:

• 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)

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 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

This is a remote opportunity open to LATAM-based candidates who are excited to support US clients and grow in a tech-forward environment.

Salary is up to $2,000 per month.

Apply NOW!