Technical Support Representative

Summary

Join SweedPos, a product-driven startup, as a Tier 1 Technical Support Representative! This remote position requires flexibility in working hours, including weekend availability. You will be the primary contact for customer support, troubleshooting technical issues, and collaborating with cross-functional teams. Your responsibilities include resolving complex problems, providing feedback, communicating updates, testing new features, and maintaining support records. The ideal candidate has 1-2 years of experience in both the cannabis industry and technical support, along with experience using POS systems and SaaS products. We offer competitive benefits including health insurance, paid parental leave, paid time off, and paid holidays.

Requirements

• 1-2 years of experience working in the cannabis industry
• 1-2 years of experience working in a Technical Support environment
• Experience with documentation and SOPs
• Experience supporting a complex SaaS product
• Experience using a point of sale system
• Experience working closely with a team to accomplish shared goals
• Passion for adopting/using new technology
• Personal accountability and concern for punctuality

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

• Experience with APIs and Postman
• Experience working with SQL
• Experience with data visualization tools such as Looker, Domo, Tableau, etc
• Technical certifications

Benefits

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