Implementation And Support Specialist

Summary

Join Sweed as an Implementation and Support Strategist and ensure our customers have a positive experience with our product. You will provide on-site and remote guidance and troubleshooting during onboarding and ongoing support. This predominantly remote position requires a minimum of 25% travel for onboarding projects. Offsite support hours are 10 am-6 pm EST. You will collaborate with cross-functional teams, provide feedback, communicate updates, and test new features. Maintain support records, stay updated on product knowledge, and identify process improvements. The role requires customer service or retail experience, POS system experience (ideally Sweed), and experience implementing new technology solutions.

Requirements

• Prior experience in customer service or retail operations
• Experience using a point of sale system (ideally, Sweed)
• Experience implementing a new technology solution for a client
• Passion for adopting/using new technology
• Experience working closely with a team to accomplish shared goals
• Excellent communication skills (English)
• Personal accountability and concern for punctuality
• Ability to travel (minimum, 25%)

Responsibilities

• Welcome diverse customer inquiries related to product features and technical issues
• Troubleshoot and resolve complex technical problems in a timely manner
• Collaborate with cross-functional teams to address and solve 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 records of support requests and issues
• Stay updated on product knowledge and industry trends
• Identify and recommend improvements to support processes

Preferred Qualifications

• Prior experience working in the cannabis industry
• Prior experience working in SaaS
• Experience supporting a point of sale system
• Technical certifications

Benefits

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