Product Support Specialist
New
D
DutchieCannabis Technology
Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, 5am–9pm PSTFull-TimeEntry
SalaryThe hourly rate is $24.04 based on the intended level.
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Job Details
- Experience
- 2+ years
- Required Skills
- SalesforceGoogle WorkspaceSlackZendeskCRM
Requirements
- 2+ years in a customer-facing support role, preferably supporting a SaaS platform.
- Strong written and verbal communication skills.
- Comfort troubleshooting across multiple product surfaces simultaneously.
- Strong documentation habits for internal notes.
- Professional composure with frustrated customers in high-urgency situations.
- Comfort working in web-based software, CRMs, and Google Workspace.
- Genuine appetite for and curiosity about AI tooling.
- Flexibility to work evenings, weekends, and holidays.
- Must be available for a 7-day operation (5am–9pm PST).
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 menu sync failures.
- Support hardware setup and troubleshooting across registers, printers, barcode scanners, cash drawers, and scales.
- Triage Pay by Bank issues and support basic METRC compliance workflows.
- Assist with inventory receiving, catalog management, and integration validation.
- Use AI-assisted support tooling for daily triage, troubleshooting, and routing.
- Write complete ticket documentation detailing issues reported, steps taken, and outcomes.
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