Product Support Specialist
New
Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, 5am–9pm PSTFull-TimeEntry
Salary$24.04 per hour
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Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceCRMCustomer supportSaaSGoogle WorkspaceSlackZendesk
Requirements
- 2+ years in a customer-facing support role, preferably supporting a SaaS platform.
- Strong written and verbal communication skills with the ability to explain technical issues in plain language.
- Comfort troubleshooting across multiple product surfaces simultaneously.
- Strong documentation habits and experience with ticket management.
- Professional composure when de-escalating high-urgency situations with frustrated customers.
- Proficiency in web-based software, CRMs, and Google Workspace.
- Genuine appetite for AI tooling and ability to adapt to fast-evolving technology.
- Flexibility to work evenings, weekends, and holidays as part of a 7-day operation.
Responsibilities
- Handle inbound contacts via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations.
- Troubleshoot complex platform issues including back office configuration, register transactions, and receipt reconciliation.
- Support hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computers.
- Triage Pay by Bank issues and support basic METRC and compliance workflows.
- Utilize AI-assisted support tooling and agentic modules as a daily part of the triage and troubleshooting workflow.
- Document ticket details, apply correct classifications, and escalate complex issues according to the 20-minute rule.
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