Sweed POS is hiring a
Technical Support Specialist Tier III

Summary

As a Technical Support Specialist III at Sweed, you will engage directly with customers to provide support and guidance, acting as the primary liaison between clients and the development team. You will be responsible for resolving technical issues, collaborating with cross-functional teams, and maintaining records of support requests.

Requirements

• Strong knowledge of cannabis retail operations
• Ability to inspect web requests for troubleshooting purposes
• Basic understanding of SQL and Python for data analysis
• Familiarity with Postman or other request debugging tools for API testing
• Previous experience in quality assurance or a major support position for a complex product
• Proficiency in project management tools like JIRA
• Hobbyist level software development experience

Responsibilities

• Answer customer inquiries about product features and functionality
• Diagnose and resolve technical issues and complaints in a timely manner
• Collaborate with cross-functional teams to address technical challenges and implement solutions
• Provide feedback to product and development teams based on customer needs and suggestions
• Assist in the development of customer support training materials and procedures
• Communicate product updates and changes to customers
• Maintain records of support requests and technical issues
• Develop and maintain a knowledge base of FAQs and solutions
• Stay updated on product knowledge, company policies, and industry trends
• Continuously improve processes and procedures to enhance the customer experience
• Test new features and verify they meet customer requirements

Benefits

• Medical, dental, vision, and other health insurance options
• 401K retirement savings plan
• Paid parental leave
• Paid company observed holidays
• Generous paid time off