Technical Support

At Near, we help top talent in Latin America  find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders. 

This is a role to work for our customer, a SaaS platform from the US. Join their team and help them with their missing of helping top cannabis brands and distributors across the United States to track their operations.

Responsibilities

• Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales

• Responding to support tickets and identifying their issues

• Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem

• Making video recordings of solutions for customers to have them watch

• Jumping on the phone with customers to debug issues

• Identifying common questions that should have a knowledge base article and helping us create that article

• Master the tools we use in-house (i.e. Hubspot, Intercom) 

Requirements

• Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution

• Hands-on experience managing customer issues through ticketing solutions (such as Intercom)

• Excellent written and communication skills (Fully in English!)

• Comfort on the phone, strong email writing skills, and happy to handle objections

• Prior experience taking calls directly from customers in a technical support capacity

• Proven to leverage tools to help solve problems i.e excel, software, etc.

• Previous CRM experience, Hubspot is a plus

• Experience in the cannabis industry or experience in supply chain, production or management, inventory management is not required but it’s a plus

What’s in it for you?

• Competitive salary in USD.

• You will be encouraged and actively helped to reach your career goals and grow with our client.

• This is a remote full-time opportunity. You must be willing to work US business hours, but can work from anywhere (traveling in encouraged!)

• You will work with a diverse team with members based on Canada, Spain, Mexico, Nicaragua, Philippines and more.

• You’ll be part of a fun, welcoming and helpful team - there’s lots of collaboration. Even though the job is remote, there’s lots of encouragement for you not to feel isolated.

• The leadership team is very transparent in terms of company decisions and finance.

• You’ll receive a laptop and additional equipment to work if needed.

Not a good match? Explore our website for more job options https://jobs.hirewithnear.com/