Customer Support Technician

3 weeks ago

Delhi, India Staff Domain Inc. Full time
Job DescriptionJob Summary:Distru is a software platform streamlining the supply chain for the cannabis industry. Many of the top cannabis brands and distributors across the United States use our software to manage their entire operation and stay compliant with the state-selected track and trace systemWe are an intrinsically motivated team that works without ego, is constantly learning, and gains a deep sense of satisfaction when our customers email us thank you letters like this one:"I can’t praise Distru enough, it’s head and shoulders above any platform I’ve encountered to date. Thank you for your persistence and providing us with the right tools."You will be working closely with the customer success team and take ownership over making sure our customers are able to use Distru to its fullest to stay compliant and efficient in the cannabis industry. You are passionate about helping people and customer-obsessed. You enjoy and are exceptional at building relationships. You thrive working with a positive team and staying organized. You get excited about the success of Distru customers that will in turn help them build a thriving business in a fascinating growing market.We will actively enable you to reach your career goals and grow with us. We are constantly learning and solving real problems for the cannabis industry. We will actively enable you to reach your career goals and grow with us. The success of this industry mattersJob Description: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 issue

Providing chat support with some potential for Phone/Email support

Providing Support to the cannabis industry software clients.

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

Job QualificationsA strong desire to learn and succeed in supporting cannabis operations

Ideal candidate should have 2+ years of software/customer support experience, preferably in supply chain/logistics. Cannabis industry experience is a plus but not required.

Excellent written communication skills.

Previous Experience with chat support

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

Strong communication skills and ability to learn quickly are essential requirements.

A good sense of humor and desire to have fun

Be willing to work specific hours to provide support coverage to our customers

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

The ability to write about technical subjects clearly in a non-boring style

Proposes solutions, doesn't just point out problems

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

Preferred Experience:Previous CRM experience, Hubspot is a plus

Experience in the cannabis industry or experience in supply chain, production or management, inventory management.

Previous SaaS support experience

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

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

RequirementsJob Qualifications A strong desire to learn and succeed in supporting cannabis operations Ideal candidate should have 2+ years of software/customer support experience, preferably in supply chain/logistics. Cannabis industry experience is a plus but not required. Excellent written communication skills. Previous Experience with chat support Comfort on the phone, strong email writing skills, and happy to handle objections Strong communication skills and ability to learn quickly are essential requirements. A good sense of humor and desire to have fun Be willing to work specific hours to provide support coverage to our customers Prior experience taking calls directly from customers in a technical support capacity The ability to write about technical subjects clearly in a non-boring style Proposes solutions, doesn't just point out problems Proven to leverage tools to help solve problems i.e excel, software, etc Preferred Experience: Previous CRM experience, Hubspot is a plus Experience in the cannabis industry or experience in supply chain, production or management, inventory management. Previous SaaS support experience Hands-on experience managing customer issues through ticketing solutions (such as Intercom) Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution

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