Technical Support Specialist Tier I

Summary

Join Sweed as a Technical Support Specialist Tier I and be the primary point of contact for customer support, ensuring a positive user experience. This fully remote role requires flexibility in working hours, ideally including some evening and weekend availability. You will troubleshoot technical issues, collaborate with internal teams, provide feedback based on customer input, and stay updated on product knowledge. The position requires customer service experience, POS system familiarity, and experience supporting complex technical products. Sweed offers a comprehensive benefits package including health insurance, paid parental leave, paid holidays, and generous paid time off.

Requirements

• Prior experience in customer service or retail operations
• Experience using a point of sale system
• Experience supporting a complex technical product
• 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

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