Technical Support Representative - Tier 2
New
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SweedCannabis retail technology
Location: Jamaica; Secondary Locations: Colombia, Brazil, Argentina, Mexico, Costa Rica; Workplace: Remote, Pacific Time business hours; assigned 8-hour shift within 6:00 AM–6:00 PM Pacific TimeContractMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent written English communication skills; strong verbal English communication skills
- Experience
- 2+ years of experience in customer-facing support, technical support, customer service, or retail operations
- Required Skills
- TroubleshootingTechnical supportCustomer support
Requirements
- Have 2+ years of experience in customer-facing support, technical support, customer service, or retail operations.
- Have experience supporting or troubleshooting POS systems and related hardware, remotely or hands-on.
- Have experience troubleshooting technical issues involving software, hardware, or complex technology products.
- Demonstrate excellent written English communication skills and the ability to explain technical concepts clearly through chat.
- Have strong verbal English communication skills.
- Use a structured, analytical approach to troubleshooting and problem-solving.
- Remain calm, patient, and solution-oriented with frustrated customers and urgent issues.
- Demonstrate attention to detail, documentation skills, ownership, and accountability.
- Be comfortable working with web-based software, support platforms, CRMs, and AI-powered tools.
- Be able to work independently, collaborate with teammates, and escalate issues effectively.
- Be available for Pacific Time business hours and weekend work; the regular schedule is Saturday through Wednesday, with Monday through Friday during approximately the first two months of training.
Responsibilities
- Provide technical support through live chat for issues escalated from the AI-powered first-line support system.
- Troubleshoot POS systems, retail hardware, receipt printers, connected devices, and software-related issues.
- Investigate customer-reported problems, gather relevant information, and identify root causes.
- Guide customers through troubleshooting steps and explain technical solutions clearly.
- Own customer issues through follow-up, documentation, and appropriate escalation.
- Use internal knowledge bases, AI-powered tools, and other resources to investigate and resolve issues.
- Collaborate with Tier 3 Support, Product, QA, and Development teams on complex technical problems.
- Maintain accurate records of customer interactions, troubleshooting steps, and resolutions.
- Identify recurring issues, share customer feedback, and contribute to support process and documentation improvements.
- Stay current with the platform, product updates, and technical support practices.
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