Product Support Specialist
New
D
DutchieCannabis Technology
Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Hours of operation are 5am–9pm PST, 7 days a week.Full-TimeEntry
Salary$24.04
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Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceCRMSaaSGoogle 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.
- Experience troubleshooting across multiple product surfaces simultaneously.
- Strong documentation habits and ability to create actionable internal notes.
- Professional composure when managing frustrated customers in high-urgency situations.
- Proficiency working in web-based software, CRMs, and Google Workspace.
- Genuine appetite for AI tooling and curiosity regarding 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, receipt reconciliation, menu sync, and pricing.
- Support hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, scales, and computers.
- De-escalate high-urgency situations for dispensary customers during busy shifts.
- Triage payments and compliance workflows including Pay by Bank issues and METRC package management.
- Utilize AI-assisted support tooling and agentic platform modules as part of the daily workflow.
- Write complete ticket documentation and apply correct classifications, tags, and macros for all contacts.
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