Cannabis Technical Support Specialist Jobs

LOCATION: Bay City, MI
The mission of Viridis is to ensure health and safety within the cannabis industry by testing cannabis products for potency and purity; and to report results of this testing to consumers, manufacturers, and regulatory agencies. As a growing company, we are looking for a full-time Technical Support Specialist in our Bay City, Michigan facility.

REPORTS TO: IT & Systems Manager

Employees in this job assist with internal and external support requests and participate in a variety of IT/LIMS support duties. Work is performed through the application of a body of knowledge related to computer software, hardware, and troubleshooting.

• At the entry-level, the employee works in a learning capacity while performing a range of data maintaining assignments under close supervision.
• At the intermediate level, the employee works in a developing capacity with increased responsibility for performing a range of data maintaining assignments.
• At the experienced level, the employee performs a full range of data maintaining assignments and IT responsibilities as applicable. While using considerable judgment in making decisions requiring the interpretation and application of guidelines with considerable latitude to specific work situations.

NOTE: Employees generally progress through this series to the experienced level based on satisfactory performance and possession of the required experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Fields support calls, chat, email, and/or other communication from users with inquiries regarding software, connectivity, printing, and similar concerns; manages internal/external support requests using an internal ticketing system.
• Applies knowledge of computer software, hardware, and procedures to solve problems.
• Records sample collection information to the Laboratory Information Monitoring System (LIMS) from the field sample collection.
• Familiarity/compliance with the chain-of-custody process.
• Assists with maintaining result data from the laboratory instrumentation to the LIMS system.
• Assists with the initial review of samples.
• Assists with ensuring test results are delivered through the LIMS and METRC systems to clients, government agencies, and other involved or mandated parties.
• Keeps informed of new laboratory techniques and workflows to best support requests.
• Assists with maintenance of laboratory records and documentation.
• Assists clients, government agencies, and other involved or mandated parties with requests related to laboratory testing or results.
• Assists with meeting accreditation requirements.
• Assists with research or inquiries as requested.
• Other duties as assigned.

EDUCATION AND EXPERIENCE REQUIRED:

• Associate's degree in Computer Science, Information Technology, or Laboratory Science or relative experience.
• Familiarity with data entry and throughput.
• Familiarity with accreditation and regulatory processes.

COMPENSATION AND BENEFITS PACKAGE:

Salary negotiable and commensurate with education and experience. This position is eligible for a matching 401K program and health care benefits. Applicant screening will include a background check and drug screening. The applicant shall not have a conflict of interest within the industry.

Please have a list of references available for the interview process.

*Per MRA guidelines, candidates must be 21+ years of age to work in a Cannabis Safety Compliance Facility.*

Job Type: Full-time

Pay: $17.00 - $21.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Associate (Preferred)

Experience:

• Windows: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: One location

Apply for this job with Viridis North LLC

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At Harvest, our mission is to improve people's lives through the goodness of cannabis. We fulfill our purpose by creating life-enhancing experiences in the communities we serve, navigating our business lines with excellence and dedicating ourselves to shaping the future of cannabis. Our team connects with others, enlightening and empowering. We are looking for leaders who are inspired by our ideals and wish to grow with us as we continue our national expansion. While we are one of the largest multi-state operators in the country, we still operate with a startup mentality and prioritize execution in addition to strategy and ideation. If you value improving lives, joining the fastest growing and most unique industry in the world and establishing yourself as a leader in the space, we'd like to learn more about you.

WHY HARVEST

The Harvest Way is defined by our people. We seek individuals who are genuine, dedicated to shaping the cannabis industry, accountable with a strong sense of integrity, and who are driven to make an impact. We are committed to our values and have created a culture of trust which emphasizes working hard, but we also remember to have fun. Here are a few more reasons why Harvest is a great place to be:

• Competitive pay and total compensation packages
• Attractive benefits
• Paid time off and employee rewards
• Professional growth and employee engagement initiatives
• A leading company in the fast-growing cannabis industry whose core business improves lives

We believe in building a diverse team, and we strive to make our company a welcoming space where everyone can make an impact on Harvest's success. We encourage talented people from all backgrounds to join us. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

JOB SUMMARY*

Provide technical assistance to computer system users. Investigate and resolve computer software and hardware problems of users. Answer user's inquiries in person, via email, and telephone concerning the use of computer hardware and software.

DUTIES & RESPONSIBILITIES *

• Provide quality technical telephone support to end users on common computer system or hardware problems or questions.
• Enter and maintains accurate descriptions for all communications requesting support.
• Work with co-workers to research problem and find solutions.
• Coordinate vendor hardware and software service when necessary.
• Install personal computer hardware and peripheral components, and software.
• Load specified software packages, such as operating systems, word processing, or spreadsheet programs into computer.
• Trouble shoot software packages.
• Coordinate installation of hardware and software and implementation of procedure changes.
• Working knowledge of change control processes and procedures.
• Ability to multitask under a changing & demanding environment.

QUALIFICATIONS *

• 5 years technical experience in computer or network support
• Solid foundation of Windows and Mac operating systems
• Trouble shooting skills
• Ability to work evening hours & weekends as needed
• Ability to work within a Trouble Ticket environment
• Working knowledge of Retail POS Support, a plus
• Knowledge of computer applications, hardware and software, and telecommunications platforms.
• Knowledge of user support techniques.
• Working knowledge of the principles and practices of customer service
• Ability to communicate effectively, both orally and in writing.
• Ability to maintain effective working relationships.
• Self-motivated team player

EDUCATION *

• Bachelor's degree (B.A.) preferred

• 
  The above requirements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, and this job description may be amended at any time. Required experience, training, or educational requirements shall be as indicated or as deemed acceptable by Harvest management.
• Harvest is an Equal Employment Opportunity Employer. Applicants requiring reasonable accommodation(s) to complete the application or interview process should notify Recruitment at [email protected].

Apply for this job with Harvest

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By clicking the "Apply now" button, you'll be leaving Fazow and going to an external job application page for this company. Please research all companies before applying. When applying for jobs, you should NOT have to pay to apply. Fazow accepts no liability or responsibility as a consequence of any reliance upon information on external sites or in jobs listed on fazow.com.

Job detailsJob TypeFull-timeFull Job Description

At Harvest, our mission is to improve people's lives through the goodness of cannabis. We fulfill our purpose by creating life-enhancing experiences in the communities we serve, navigating our business lines with excellence and dedicating ourselves to shaping the future of cannabis. Our team connects with others, enlightening and empowering. We are looking for leaders who are inspired by our ideals and wish to grow with us as we continue our national expansion. While we are one of the largest multi-state operators in the country, we still operate with a startup mentality and prioritize execution in addition to strategy and ideation. If you value improving lives, joining the fastest growing and most unique industry in the world and establishing yourself as a leader in the space, we'd like to learn more about you.

WHY HARVEST

The Harvest Way is defined by our people. We seek individuals who are genuine, dedicated to shaping the cannabis industry, accountable with a strong sense of integrity, and who are driven to make an impact. We are committed to our values and have created a culture of trust which emphasizes working hard, but we also remember to have fun. Here are a few more reasons why Harvest is a great place to be:

• Competitive pay and total compensation packages
• Attractive benefits
• Paid time off and employee rewards
• Professional growth and employee engagement initiatives
• A leading company in the fast-growing cannabis industry whose core business improves lives

We believe in building a diverse team, and we strive to make our company a welcoming space where everyone can make an impact on Harvest's success. We encourage talented people from all backgrounds to join us. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

JOB SUMMARY*

Provide technical assistance to computer system users. Investigate and resolve computer software and hardware problems of users. Answer user's inquiries in person, via email, and telephone concerning the use of computer hardware and software.

DUTIES & RESPONSIBILITIES *

• Provide quality technical telephone support to end users on common computer system or hardware problems or questions.
• Enter and maintains accurate descriptions for all communications requesting support.
• Work with co-workers to research problem and find solutions.
• Coordinate vendor hardware and software service when necessary.
• Install personal computer hardware and peripheral components, and software.
• Load specified software packages, such as operating systems, word processing, or spreadsheet programs into computer.
• Trouble shoot software packages.
• Coordinate installation of hardware and software and implementation of procedure changes.
• Working knowledge of change control processes and procedures.
• Ability to multitask under a changing & demanding environment.

QUALIFICATIONS *

• 5 years technical experience in computer or network support
• Solid foundation of Windows and Mac operating systems
  
• Trouble shooting skills
  
• Ability to work evening hours & weekends as needed
• Ability to work within a Trouble Ticket environment
  
• Working knowledge of Retail POS Support, a plus
  
• Knowledge of computer applications, hardware and software, and telecommunications platforms.
• Knowledge of user support techniques.
• Working knowledge of the principles and practices of customer service
  
• Ability to communicate effectively, both orally and in writing.
• Ability to maintain effective working relationships.
• Self-motivated team player

EDUCATION *

• Bachelor's degree (B.A.) preferred

• The above requirements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, and this job description may be amended at any time. Required experience, training, or educational requirements shall be as indicated or as deemed acceptable by Harvest management.
• Harvest is an Equal Employment Opportunity Employer. Applicants requiring reasonable accommodation(s) to complete the application or interview process should notify Recruitment at [email protected].

Apply for this job with Harvest

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Overview:
As a Technical Support Specialist at Weedmaps, you will be responsible for ensuring that our end users are able to successfully utilize all aspects of our platform with a focus on Tier 2 support requests for our technical services and products like API integration, Point of Sale, etc. Your passion for mastering technical products and solving engineering related client issues is only matched by your ability to provide world class service to our clients. You will execute these critical responsibilities while partnering cross functionally with Sales, Engineering, Product, and Marketing to ensure the health of our client experience and technical products. Through these partnerships, you will solve technical issues by investigating, diagnosing, and resolving whatever bugs or feature issues are reported by B2B customers and the Sales and Support team.
Our team provides 24/7 support, so you must be willing to work a rotating shift and flexible schedule including nights, overnights, weekends, and holidays.
The impact you'll make:
Field and efficiently diagnose customer reported Tier 2 technical, pre- and post-sales issues.
Provide clear, professional, & friendly communications to both end users and internal Weedmaps partners throughout the troubleshooting process until resolution.
Efficiently escalate issues internally in the event the issue cannot be resolved via normal Tier 2 troubleshooting steps.
Partner with our Engineering and Product teams to identify, collect, and share product feedback to improve customer experience.
Serve as a customer advocate internally to ensure that product expectations are not only met, but exceeded, in a timely manner.
Provide detailed, shared notes on each customer interaction to ensure that all issue related information is up to date and useful for future reference.
Identify and develop process improvement opportunities to impact client facing interaction and support for our technical product offering.
What you've accomplished:
4+ years experience in technical customer service/support role
Experience with integrations technical support
Experience with Tier-2 software and/or hardware support
High level of interpersonal communication skills, both written and verbal
Efficient organizational skills and the ability to multitask and prioritize in a high-volume, fast-paced environment
Capable of quickly adapting to new responsibilities and meeting new expectations in a rapidly growing company and industry
Ability to work independently with systematic troubleshooting techniques, judgment and problem solving skills
Extremely positive attitude and eagerness to work in a fast-paced, high-growth environment
Bonus Points:
Experience working in a start-up technical support environment
A passion for the cannabis industry and the desire to develop the culture
Experience with Salesforce, Jira, or other ticketing systems
Experience with Gmail & Google Suite
Experience writing internal and customer-facing documentation
Our Benefits:
100% paid employee monthly Medical, Dental and Vision premiums AND 80% paid dependent monthly premiums
HMO (California residents only) and PPO option offered through United Healthcare
Company-paid $50,000 in Basic Life/AD&D (Accidental Death and Dismemberment) coverage
401(k) Retirement Plan: 100% match on the first 1%. 50% match from 2-6% of employee contributions
3 weeks PTO (accrued) and 5 sick days (immediate)
Supplemental, voluntary benefits
Kindbody (family planning/fertility) including up to $10,000 towards cash-pay services
Goodly (Student Loan Repayment/529 Education Savings) including a company contribution of up to $1,000/year
Flexible Spending Accounts (Medical, Dependent, Transit and Parking)
Voluntary Life Insurance
Critical Illness
Accident Insurance
Short- and long-term disability
Pet Insurance
Paid parental leave
During current work-from-home:
Reimbursements for home office setup and monthly WiFi
Our Culture:
11 company-paid holidays
Catered lunch and snacks provided when working in the office
Snack boxes sent straight to your door when you work-from-home
Casual work environment, read no fancy clothes required, but you are free to dress to the nines!
Monthly virtual happy hours
Quarterly all-hands meetings
Weedmaps is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law, and will not be discriminated against on the basis of disability. We are looking for the smartest and most passionate people who want to join our team and develop the services, systems, and marketplaces that will serve the marijuana industry in the decades to come. Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .
About Weedmaps:
Founded in 2008, Weedmaps is a leading technology and software infrastructure provider to the cannabis industry. Our suite of cloud-based software and data solutions includes point of sale, logistics and ordering solutions that enable customers to scale their businesses while complying with the complex and disparate regulations applicable to the cannabis industry. In addition, our platform provides consumers with information regarding cannabis products across web and mobile platforms, including listing local retailers and brands, facilitating product discovery and allowing consumers to educate themselves on cannabis and its history, uses and legal status. Headquartered in Irvine, California, Weedmaps employs more than 400 professionals around the world, with offices including Barcelona, Denver, and Toronto.
So what are you waiting for? Join the Weedmaps family!

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Technical Support SpecialistExhale Brands Nevada - Las Vegas, NV 89118

We are looking for technically skilled candidates with excellent interpersonal skills for the Technical Support Specialist position. Technical Support Specialist will troubleshoot technical issues, provide timely customer feedback, and support the roll-out of new applications, among other duties. The Technical Support Specialist will talk to and work directly with our retail and wholesale teams, as well as create written documentation, requiring excellent written and verbal communication.

Our team operates in a fast paced industry that is rapidly growing and evolving. You’ll need to be flexible, agile, organized and able to complete projects swiftly.

Here’s some background on our company: Known for personalized service, Exhale is a popular dispensary in Las Vegas, Nevada that only sources cannabis from the most reputable vendors. Our welcoming, knowledgeable team is committed to making your visit easy and intimate, while ensuring the products you choose best meet your needs.

Technical Support Responsibilities:

Identifying hardware and software solutions.

Troubleshooting technical issues.

Diagnosing and repairing faults.

Resolving network issues.

Installing and configuring hardware and software.

Speaking to customers to quickly get to the root of their problem.

Providing timely and accurate customer feedback.

Talking customers through a series of actions to resolve a problem.

Following up with clients to ensure the problem is resolved.

Replacing or repairing the necessary parts.

Supporting the roll-out of new applications.

Providing support in the form of procedural documentation.

Managing multiple cases at one time.

Testing and evaluating new technologies.

Conducting electrical safety checks on equipment.

Required Skills/Experience:

Ability to problem solve and think critically

Ability to multitask like an octopus working a switchboard

Certification in Microsoft, Linux, or Cisco is advantageous.

Prior experience in tech support, desktop support, or a similar role.

Proficiency in Windows/Linux/Mac OS.

Experience with remote desktop applications and help desk software.

Ability to stay highly organized and efficient in a fast-paced, rigorous work environment

Familiar with cannabis regulations

Experience within Excel, and other office software (such as Google Docs), and Apple environments

Proactive approach. We like creative people and creative solutions. No idea is too crazy.

Good copywriting and copyediting skills.

You are detail-oriented and organized

You want to have an impact and feel passionate about the work that you do

You are driven and hungry for success, and always want to learn more

You are a team player and enjoy collaboration

You have a min of 2-4 years of experience with both new technology and digital platforms

Salary based on experience. T.B.D.

Job Type: Full-time

Required experience:

Technical Support: 3+ years

Job Types: Full-time, Part-time

Pay: $14.00 - $16.00 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends

Typical start time:

• 8AM

Typical end time:

• 5PM

Company's website:

• www.exhalebrands.com

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Work Remotely:

• No

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Grower Technical Support Specialist - Indigo Carbon

Mission

Indigo is a company dedicated to harnessing nature to help farmers sustainably feed the planet. With a vision of creating a world where farming is an economically desirable and accessible profession, Indigo works alongside its growers to apply natural approaches, grow healthy food for all, and conserve resources for future generations. Utilizing beneficial plant microbes to improve crop health and productivity, Indigo's portfolio is focused on cotton, wheat, rice, corn, and soybeans. The company is headquartered in Boston, MA, with commercial and customer service based in Memphis, TN. www.indigoag.com

Indigo Carbon and the broader Terraton Initiative is the most explicit expression of our sustainability goals yet. Our goal is to remove 1 trillion tons of carbon dioxide from the atmosphere, sequester it in agricultural soils, and by doing that, improve the health of the soil, the profitability of farmers, the quality of our food, and the health of our planet. This goal is massive, and it will require a diverse team to make it happen. If you've been looking for a company that moves at the speed of Silicon Valley and is explicitly taking on climate change, we'd love to hear from you.

The Grower Technical Support Specialist - Indigo Fields, provides light-touch technical support to internal and external technology customers and unlocks their user problems with the goal to solve the issue at first touch. Ensuring a consistent, high level of customer delight, the Customer Success Expert supports growers with submitting field boundaries and farm data into our system, provides first-level support for any issues with Indigo-owned hardware used such as iPads and field sensors, responds to work orders by making outbound calls to provide users with data collection support, and knows when to escalate specialized issues to colleagues. The ideal candidate for this role has an unparalleled commitment to delighting our customers (field staff and growers), is easy to do business with, gains trust by helping users reach their goals, and is "Customer Obsessed". They are laser-focused on delivering an excellent customer experience with every interaction, closing the loop with customers on every interaction, and identifying issues for engineers/product to address.

Competencies

• Passion for problem-solving and pattern-recognition capabilities. Ability to notice trends and identifying underlying problems across multiple issues.
• Possesses a strong desire to delight the customer with a great experience in problem resolution; able to demonstrate a high level of empathy in interactions with internal and external users, and other stakeholders
• Strong attention to detail; can see the big picture and the parts within the whole
• Proven experience with de-escalating heated customer situations by thinking clearly and acting calmly
• Operates with a level-headed sense of urgency
• Highly empathetic with a strong willingness to serve and a desire to be helpful
  
• Outstanding communication skills (verbal, written)
• Proven ability to prioritize tasks and knowing when to escalate issues
• Tech-savvy, while proficient and patient in working with people with low technical abilities
• Excited to help build and give shape to a new team

Qualifications

• 2 - 5 years of experience with software customers and resolving their user experience challenges required, experience with agriculture software preferred
• Certification or degree in digital agronomy, crop sciences, technical systems management, IT, or related field preferred
• General ability to talk about and understand data required
  
• Experience working with CRM systems, such as Salesforce and Salesloft, required
• Working knowledge of PC and Mac operating systems and Microsoft Office applications required
• Experience with agricultural software and/or farm management systems is a plus
• Practical familiarity with farm business and agronomy operations, farming background preferred
• Comfortability with collaboration tools (email, text, Slack, Confluence, Jira) to coordinate work across people and teams

Indigo is committed to living our values, specifically "creating a work environment where everyone feels respected, connected, and has opportunities to learn and grow." As part of living our values, we strive to create a diverse and inclusive work environment where everyone feels they can be themselves and has an equal opportunity of succeeding.

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The Cannabiz Media License Database unites the necessity of lead generation with the functionality of a user-friendly CRM. It is a key resource for business intelligence and to connect with prospects in both the cannabis and hemp industries. Our platform contains information on over 100,000 licensed cannabis and hemp operations across 48 states and 18 international markets and has been designed with endless CRM capabilities - including a competitive email marketing tool - to streamline your workflows and place prospects in the palm of your hand.

Cannabiz Media is seeking an email marketing technical support specialist to join our team. This is a full-time, virtual telecommuting position. In this role, you will be part of a virtual team to provide client service and technical support to the marketing and sales team. Salary is commensurate with experience including benefits (PTO, healthcare, 401k and more).

We are proactive, and you should be too. We don’t wait for problems to arise, we reach out to ensure our customers are using our solution to its fullest potential.

Responsibilities:

• Advise clients on email marketing best practices to develop effective campaigns and reduce spam

• Help clients establish DNS email domain settings through the Cannabiz Media system

• Ensure customer satisfaction through stellar client service by responding to inquiries and troubleshoot technical issues

• Host training webinars with new users to train them on using the platform

• Track client usage of the system to prevent attrition and help the account managers assure subscription renewals

• Keep clients engaged with the software and brand by maintaining a regular and continual outreach schedule in conjunction with the account managers

• Test new product features and provide recommendations based on insights gathered from client feedback

• Audit the help center regularly to keep help articles up-to-date

• Maintain client data lists including contact information, subscription tracking, etc. across multiple platforms

Requirements:

• Expertise in email marketing including DNS settings and spam prevention

• Excellent interpersonal written and verbal communication skills

• Experience in a technical support role, virtual experience a plus

• Familiarity with Excel, Google Apps (Docs and Sheets), Gmail and Chrome

• Must be organized, detail oriented and able to handle multiple tasks simultaneously

• Independent worker, who requires minimal supervision

• Time commitment approximately 40 hours per week

• Cannabiz is an entirely virtual company, having no physical offices. Applicant must have his/her own computers and equipment as well as a high-speed connection to the internet.

• Strong sense of urgency

• Experience with Intercom a plus

Contact Us:

Please email us a compelling cover letter that describes your favorite tv show along with your resume to jobs+support[at]cannabiz.media.

No phone calls please.

Job Type: Full-time

Benefits:

• 401(k)
• Dental Insurance
• Health Insurance
• Paid Time Off

Schedule:

• Monday to Friday

Experience:

• Email Marketing: 2 years (Required)
• Client Service: 2 years (Required)

Work Location:

• Fully Remote

Company's website:

• www.cannabiz.media

Work Remotely:

• Yes

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Are you ready to plant roots and grow with a Denver-based company that is making a name for themselves? If so, we here at Wurk want to meet you! Wurk is the cannabis industry’s first all-in-one workforce management solution. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect the people and businesses of the cannabis industry so they can focus their energies on making social change in the world in which we live.

A successful Technical Customer Support Specialist will deliver comprehensive, high-quality support of Wurk’s HRIS product line. On this fast-paced team, the Technical CSS will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Technical CSS will have a passion for problem-solving, technology, and helping others to promote customer success.

What you’ll need to accomplish!

• Within your first 30 days, you will learn the Wurk platform, learn the company’s support ticketing system and begin to shadow the support team on calls and open cases
  
• Within 60 days, learn and better understand the support process, the Wurk platform and complete your first support cases
  
• Within 90 days, manage and close support cases assigned to you in compliance with Wurk’s SLA
  
• Deliver timely solutions to customers while maintaining customer satisfaction
  
• Assess technical situations and establish case priorities/severities in accordance with their service level agreement
  

• Analyze customer configuration and effectively use internal and external resources such as knowledgebases, user/admin manuals, and internet resources to troubleshoot the problem
  
• Manage caseload in adherence to departmental goals/policies
  
• Document precise troubleshooting and customer interaction details
  
• Work individually and with a team to solve technical problems while communicating trending issues and best practices
  
• Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment
  

• Add a personal touch to the support engagement
  

What you’ll need to have!

• 1+ years of customer support experience
  
• 2+ years of Kronos Workforce Ready experience
  
• Experience with running payroll and/or applicable systems knowledge
  (i.e. ADP, Paychex, or similar)
  

• Knowledge of federal, state and local employer/employee tax laws and regulations
  
• Experience with Salesforce Service Cloud or other Support ticketing systems
  
• Understanding of operating systems, networking technologies/protocols,
  and software applications
  

What’s in it for you?

• Work with one of the most amazing tech start-ups the industry has ever seen and be a part of an incredible team that’s going places and leading industry.
  
• Apply your technical, project, and problem-solving skills to an evolving market
  
• Work in colorful Colorado near the bustling heart of Downtown Denver and our gorgeous ballpark
  
• Do you love dogs? So do we! (We’re dog-friendly!)
  
• Collaborate with bright, fun, and goal-oriented teams in an open and lively environment
  

• Reap the benefits of flexible PTO, and access to exciting industry events
  
• Eligible to receive equity in Company
  
• 1 Month Sabbatical after 4 years of employment
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.

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About COVA:

Cova is a leading software solutions company that designs and builds products to elevate the dispensary experience. Our point-of-sale solution (POS) is purpose-built for the cannabis industry based on years of research and expertise; our digital signage and menus integrate seamlessly with our POS, providing a suite of tools to help bring dispensaries to the next level. Cova has already invested millions of dollars to get ahead of demand as additional states legalize and license new marijuana stores.

We’re a mix of dreamers, strategists and technologists determined to leave the world better than how we found it. We know the future is unwritten, and subject to improvement, so we try to imagine what that future looks like – and devise ways to build it. Let's shape the next generation of cannabis retailers together.

Technical Support Specialist Role Description:

• Own the complete end-to-end customer support experience by acting as the point of escalation for technical problems that cannot be resolved by Tier 1 or 2 support
• Resolve customer service issues and skillfully manage complex customer service problems.
• Liaise and work closely with the Development and other internal teams on escalated technical issues and product roadmap changes/new features as well as working with internal teams on beta programs.
• Participate in weekly cross-functional team meetings to drive the resolution of Tier 3 issues through these teams.
• Lead and oversee the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues.
• Lead and manage the reconciliation of JIRA tickets to the original support ticket and ensure proper closure and client communication.
• Manage customers’ expectations and experience in a way that results in high customer satisfaction. Communicate in a timely manner with clients on issues and resolutions.
• Develop and maintain technical expertise in all areas of product functionality and utilize that expertise effectively to help both internal and external customers.
• Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community.
• Working with the Technical Writer/L&D Manager to ensure materials are complete, current and accurate.
• Share best practices with team members to enhance the quality and efficiency of customer support through training sessions.
• Ability to orchestrate all team efforts and ensure we are a single point of contact for Tier 3 post-sales support activities.

Qualifications

• Bachelor's Degree preferred or equivalent experience
• 2+ years technical support experience
• Experience with logging systems (e.g., Syslog, Windows Event Log)
• Networking experience in set up or configuration of routers, switches, scanners, tablets, printers and cash drawers
• Strong written and verbal communication skills
• Strong organizational skills – comfortable with managing and prioritizing customer case loads
• Experience in providing technical support for a SaaS organization
• Passion for solving complex problems quickly and creatively
• Excited about working in a constantly changing ecosystem
• Comfortable with uncertainty and turning complex problems into actionable plans
• Intellectually curious with a genuine desire to both learn and teach
• Patient, agile, and able to grow with an expanding team and company
• High availability and commitment to customers at any time
• Prior experience with support or development ticketing tools such as JIRA or Zendesk.

Application process:

If you are interested in joining our company and are committed to succeeding, please submit your resume and cover letter. We thank all applicants for their interested, however, only those selected for an interview will be contacted.

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MJ Freeway was founded in 2010 by a team of career software and IT professionals. Our mission is to provide a business software platform built specifically for the cannabis industry. We give cannabis business owners the tools and information they need to operate successful and sustainable businesses and to comply with state and local regulations.

Akerna is rising quickly in a fast paced, “budding” industry and we are looking for a Technical Support Specialist with a Customer First mentality to join our team. This full-time position will assist our existing clients through multiple communication channels mainly phone and email. We are a growing team that is looking for individuals who want to be a part of building something special and providing the BEST support in the industry.

Key Responsibilities:

• Assisting and resolving all customer inquiries in a professional and timely manner focusing on First Call Resolution and overall Customer Satisfaction, across all Akerna brands.

  
  

• Develop an in-depth knowledge of the product suite and the industry as needed to provide maximum value for our clients.

  
  

• Manage multiple support tickets while maintaining appropriate client follow-up and a high level of detail documenting in our CRM (Salesforce/Zendesk) to ensure we meet our contracted customer SLAs.

  
  

• Ability to troubleshoot and analyze software peripherals as needed while educating clients of varying degrees of knowledge of our software.

  
  

• Support and maintain user account information including rights, security and systems groups.

  
  

• Effective and efficient internal communications with sales, billing, and product development teams.

  
  

• Responsible for meeting or exceeding performance metrics based on industry standard KPIs such as: First Call Resolution, First Response, Answer Rate, Mean Time to Resolve, Average Handle Time and NPS.

  
  

Knowledge, Skills, and Abilities:

• 2+ years of technical support experience required or equivalent call centre experience.

  
  

• Experience troubleshooting POS hardware such as scanners, printers, and registers; not

  required but preferred.

  
  

• Knowledge of commonly used tech support concepts, practices, and procedures as well as

  great customer service is required.

  
  

• A high level of proficiency with web-based demonstrations, shared calendars, Microsoft Teams and

  instant messaging, is required.

  
  

• Previous tech support experience is ideal

  
  

• Bilingual skills (English/Spanish) desired, but not required

  
  

• Ability to work rotating schedules including weekends

  
  

• Aptitude tests are required during the interview process

NOTE: Thank for your interest in working with us. Akerna is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment.

Apply for this job with Akerna

Apply now →

By clicking the "Apply now" button, you'll be leaving Fazow and going to an external job application page for this company. Please research all companies before applying. When applying for jobs, you should NOT have to pay to apply. Fazow accepts no liability or responsibility as a consequence of any reliance upon information on external sites or in jobs listed on fazow.com.