Customer Support Technician
New
Remote - ColombiaContractMiddle
Salary1,500 - 2,000 USD per month
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Job Details
- Languages
- English
- Required Skills
- SQLMicrosoft ExcelTechnical supportCustomer SuccessSaaSHubSpot
Requirements
- A strong desire to learn and succeed in supporting cannabis operations
- Excellent written communication skills
- Ability to communicate fluently in English
- Comfort on the phone, strong email writing skills, and ability to handle objections
- Prior experience taking calls directly from customers in a technical support capacity
- Ability to write about technical subjects clearly in a non-boring style
- Proven ability to leverage tools such as Excel and software to solve problems
- Proposes solutions rather than just pointing out problems
- Willingness to work specific hours to provide support coverage
- Experience with CRM software (Hubspot) is a plus
- Experience with SQL is a plus
- Experience in the cannabis industry or SaaS support is a plus
Responsibilities
- Support customer happiness and retention working cross-functionally with customer success, engineering, product, and sales
- Respond to support tickets and identify their issues
- Relay advanced customer problems to customer success and engineering with detailed notes to help them address the problem
- Solve complex tickets with tools like SQL
- Make video recordings of solutions for customers to have them watch
- Jump on the phone with customers to debug issues
- Identify common questions that should have a knowledge base article and help create that article
- Master in-house tools like Hubspot, Intercom, and SQL
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