Technical Support Specialist HN (Remote)

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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.