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SalaryOverview:
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 and 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.
Job Summary:
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 support team is also the eyes and 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 help to shape products into tools people love to use.
Our team is fully remote, but we do require that you are located in Florida. We have customers spanning from coast to coast, and it is vital that you are available to support them during business hours. This role will also require travel throughout the state, including onsite support. Extensive Cannabis experience is highly preferred.
Duties and Responsibilities:
- Answer questions about the product and functionality
- Provide onsite support to customers - must be willing to travel
- 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 and changes with customers
- Maintain a record of support requests and 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:
- Must be willing to travel and be onsite when needed
- Must be based in the state of Florida (Tampa, Orlando, Jacksonville, etc.)
- Extensive cannabis experience is highly preferred
- Work independently and to be self-motivated
- Comfortable with learning and using digital tools
This is a full-time, hourly based role and the hourly rate will reflect the annual salary range provided. This role is eligible for overtime.
Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability-protected veteran status, or any other characteristic protected by law.
