Technical Support Specialist - Tier II
June 3
🏡 Remote – Anywhere in California
Description
• Answer customer inquiries about product features and functionality • Diagnose and resolve technical issues and complaints in a timely manner • Collaborate with cross-functional teams to address technical challenges and implement solutions • Provide feedback to product and development teams based on customer needs and suggestions • Assist in the development of customer support training materials and procedures • Communicate product updates and changes to customers • Maintain records of support requests and technical issues • Develop and maintain a knowledge base of FAQs and solutions • Stay updated on product knowledge, company policies, and industry trends • Continuously improve processes and procedures to enhance the customer experience • Test new features and verify they meet customer requirements
Requirements
• Strong knowledge of cannabis retail operations • Ability to inspect web requests for troubleshooting purposes • Basic understanding of SQL for data analysis • Familiarity with Postman or other request debugging tools for API testing • Basic understanding of Python will be a plus • Previous experience in quality assurance or a major support position for a complex product • Proficiency in project management tools like JIRA • Hobbyist level software development experience
Benefits
• Medical, dental, vision, and other health insurance options • 401K retirement savings plan • Paid parental leave • Paid company observed holidays • Generous paid time off
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