Customer Support Specialist

Sweed is more than just your average point of sale system. We are a comprehensive retail cannabis solution that delivers not only powerful POS functionality, but also features like e-commerce and delivery, detailed analytics, marketing & loyalty, inventory management, and much more. With our all-in-one model, Sweed eliminates the extra workload of managing multiple different retail programs on a daily basis - that way retailers can get back to what matters most.

As a Customer Support Specialist, you’ll spend most of your time interacting directly with our users and ensuring that they have a stellar Sweed experience. While the primary goal is to make customers feel comfortable and provide them with outstanding support, our CSS team is the eyes & ears of the company. You will help guide customers starting with the first time they interact with the Sweed platform and become an expert in every Sweed product. 

We will rely on you to provide actionable feedback from customers, and shape products into tools people love to use. Our team is fully remote.

Duties and Responsibilities:

• Answer questions about the product & functionality.

• Work with customers to diagnose and solve technical issues and resolve complaints in a timely and efficient manner.

• Collaborate with other departments, such as product teams or operations, to provide solutions to technical issues.

• Provide feedback to product and development teams regarding customer needs and suggestions for product improvements or new features, as needed.

• Participate in the development of customer support training materials and procedures.

• Communicate product updates & changes with customers.

• Maintain a record of support requests & technical issues.

• Create and maintain a knowledge base of FAQs and solutions to common customer issues and general product knowledge.

• Stay up to date with product knowledge, company policies, and industry trends to provide the best possible service to our customers.

• Continuously improve processes and procedures to enhance the customer experience.

• Test new features before they are released, and verify that finished features will satisfy requirements provided by customers.

Requirements:

• Experience working in POS.

• Experience working in SaaS technical support (strongly preferred).

• Strong problem solving and analytical skills.

• Ability to work independently and as part of a team.

• Ability to multitask and prioritize tasks effectively and in an organized manner.

• Positive attitude and a passion for delivering outstanding customer service and support.

• Flexible to work mornings, evenings, weekends, or some holidays as needed to fulfill scheduling needs: 10 РM - 2 AM ET time on workdays, and Saturday, Sunday: 6PM - 2 AM ET time. 8AM to 2PM EST Sat/Sun & 2PM to 10PM EST Sat/Sun

• English - Upper-Intermediate and higher.

• Ability to work remotely (good internet connection, work via B2B)