Technical Support Specialist

KlickTrack Inc.

Seattle, WA

Expired: October 11, 2022 Applications are no longer accepted.

Full-Time

LOCATION: REMOTE, USA
REPORTS TO: DIRECTOR OF CUSTOMER EXPERIENCECOMPENSATION: The expected pay range for the Technical Support Specialist is $45,000-$55,000 dependent upon experience and qualifications.

KlickTrack may have a variety of opportunities available at any given time. With this said, we encourage you to apply regardless of whether you believe you are qualified for the role. While you may not be qualified for this specific position, we may have others that we would like to consider you for in the future! Please take the time to share your experience with us and your passion for all things cannabis-tech so we may get to know you and hopefully find a great fit!

We are looking for a frontline Technical Support Specialist to support KlickTrack users and all of the challenges involved in the fast-growing Cannabis Tech space. This roles core focus will be to support customers via email, phone, video calls, and chat to act as the main point of contact for any technical difficulties, functional questions, and software updates. As a Technical Support Specialist, you will be responsible for handling support requests, creating technical documentation, and acting as a connection between the support, and customer success. We're looking for a highly technical, organized self-starter and problem-solver who wants to provide an effortless experience for our customers by providing accurate and efficient solutions. If you love problem-solving, technical documentation, wearing multiple hats, and helping us transform our customer experience, we'd love to hear from you!

Hours: Monday-Friday, 8:00 AM - 5:00 PM PST to start. Shift may change as needed. Must be available to work occasional nights, holidays, and weekends.

ABOUT US

KlickTrack is a fast growing technology company that was created by cannabis dispensary owners for cannabis dispensary owners. We started working with cannabis retailers with a clear mission: develop a point-of-sale that solves the challenges dispensaries face. With an all-in-one software solution that combines inventory management, commerce, marketing and customer loyalty, we are on a mission to create simple and innovative products everyone loves.

YOU WILL...

Manage support tickets to answer and resolve product-related issues by working on cases quickly but efficiently, and answering and anticipating customers' questions for next issue avoidance.
Communicate with customers via a number of channels including, email, phone, live chat, and video call.
Troubleshoot complex customer issues through problem isolation, research and consultation with the team, resolution/escalation and follow up.
Work cross-functionally with our technical escalations team to diagnose, debug, and report on customer-facing problems; leverage technical knowledge to investigate, diagnose, and triage bugs to speed up resolution.
Work autonomously and collaboratively, with a joint focus on supporting those around you.
Work collaboratively with our product team on customer releases, from writing user stories and bugs to helping prioritize customer feedback that helps to shape the product roadmap.
Support our Customer Success Management team through a thorough understanding of the product; aid CSM calls as an additional technical resource when necessary.
Respond quickly to customer emergencies, joining incident response calls when necessary to act as the Communications Liaison.
Contribute to our internal and customer-facing knowledge bases with applicable information and technical documentation.
Aid in improving the speed and efficiency of our customer support strategy and overall positive and effortless customer experience.

YOUR EXPERIENCE

1+ years of experience in a customer-facing role, preferably at a SaaS company that focused on B2B enterprise and mid-sized customers.
Experience troubleshooting and resolving user side product and technical issues.
Knowledge of web technologies (website architecture, forms, understanding of API, etc).
Strong written and verbal communication skills.
Bachelor's Degree, preferably in a technical field such as computer science, or equivalent professional experience
Experience with JIRA, Confluence, Salesforce, and Cloud technologies is a plus.
Experience with point of sale or inventory management (preferred).
Familiarity with highly regulated industries and/or within the Cannabis Industry (preferred).

YOUR QUALITIES

Customer focused mindset and being a true customer advocate.
Curious and creative with a high capacity of critical thinking and experimentation.
Strong communication skills, both oral and written, including the ability to translate and communicate technical and analytical issues to all types of end users with empathy and technical expertise. This includes knowing how to ask questions that get to the root cause of the problem and being able to communicate confidently and clearly to gain customer confidence.
Technical aptitude or experience troubleshooting complex systems.
Highly resilient with the ability to handle high-pressure situations
Strong problem-solving skills. Youre persistent in getting to the bottom of complex problems.
Intermediate knowledge level of Microsoft Excel.
High degree of organization, individual initiative, and personal accountability. Strong work ethic with a willingness to learn. Able to work independently or under general direction.

OUR CORE VALUES

Customer First: We deliver the best for our customers in everything we do, and we innovate to advance our customers' success.
Teamwork: We are highly collaborative, open communicators; we debate but then we commit, and encourage others; and we accomplish goals together.
Integrity: We do what we say, we do the right thing, and were honest and open about our mistakes, whether or not anyone is looking.
Strive for Excellence: We challenge the status quo, continuously improving the company and each other; we aim to be the best at what we do.
Adaptable: We thrive in a changing environment, are receptive to feedback, and turn failures into future successes.

OUR BENEFITS AND PERKS