Technical Support Agent - Tier 1 SaaS

Job Description

Posted on: 
Nov 23, 2021

Overview:

If you’re looking for a predictable job at a big established company, you can stop reading now. If you’re interested in getting in on the ground floor of a rocket ship with proven entrepreneurs and technologists in the fastest growing industry in the world - Cannabis - keep reading!

About the Company:

Join one of the most interesting companies in all of cannabis to be part of a dynamic and passionate team driving innovation in this emerging market. BLAZE Is a venture backed technology startup that is designing the next-generation of software for licensed cannabis operators serving cultivators, manufacturers, distributors and retailers (dispensary and delivery businesses). In less than 3 years the company has picked up hundreds of customers in multiple states. BLAZE’s best in class ERP (enterprise resource planning) software enables companies of any size to streamline their entire business processes with legal compliance, inventory, customer and supply chain management in one unified platform. Customers can rapidly deploy the BLAZE technology with minimal risk, low cost, and maximum flexibility.

*About The Role: *

BLAZE is looking for a Tier 1 Tech Support Agent for our software solutions in a rapidly expanding client base. The ideal candidate will possess exceptional problem solving skills, excel at prioritizing workloads, have solid attention to detail, with the ability to work well both as a team and independently.

The Tier 1 Tech Support Agent is responsible for monitoring and responding to all support channels available to our customers. These include email, ticketing system, and phone support. The position will have a rotating schedule with weekend shifts being a part of the normal rotation. Normal support hours are 6:30 am - 8:30 pm PST. The product of this position is a customer that has successfully had their problem resolved and feels it was done so in a timely manner.

This role is remote, BUT we are only for candidates in the following states and ideally in the metro areas listed for close proximity to other team members. - Texas (DFW area) - Colorado (Denver and Colorado Springs - Arizona (Phoenix) - Louisiana (Baton Rouge)

This is a fantastic opportunity to join a fast growing team and help shape our growth within the ever-evolving cannabis space.

Responsibilities

  • Work issues from the ticketing system (ZenDesk) in a triage manner, prioritizing according to urgency.
  • Answer real-time requests via phone or chat, creating tickets in our ticket system.
  • Escalate tickets to Tier 2 in a warm hand-off as needed.
  • Learn our data migration process for new customers and perform data migrations as needed.
  • Contribute to the BLAZE customer support knowledge base by authoring educational support articles.
  • Work with the team lead for Appcues in order to identify areas of our applications that most need additional self help.
  • Join the onboarding agents from time to time at customer launches in order to gain first hand knowledge of customer use of product.
  • Educate customers on best practices specific to their business needs
  • Be an active part of Continuous Process Improvement by speaking up when process breakdowns occur and propose possible solutions.
  • Provide requirements to the development team based on customer feedback.

About You:

  • Proven track record of production
  • Bachelor's degree
  • 2-5 years of experience in software technical support
  • Ability to work from home with full efficacy
  • Quiet place to work with a solid internet connection
  • Excellent communication skills as a remote employee
  • Solid experience in Office productivity suites such as MS Office or Google Docs. Specifically strong experience in spreadsheets.
  • Self-motivated with the ability to work well both independently and within a team.

*Bonus Points: *

  • Cannabis industry experience in cultivation, distribution, or dispensary/delivery
  • Experience in supporting a delivery service or inventory management SAAS solution
  • SAAS startup experience a plus
  • QA or software testing experience

Benefits and Perks:

  • Health, Dental, Vision, Life, Disability, 401K
  • Work from home
  • Paid time off (Vacation, Sick, Holidays)
  • Competitive salary
  • A real chance to help shape the growing cannabis industry
  • Work with smart people in a fast-paced environment

Remote Work with Corporate Offices Located in Newport Beach, CA.

Responsibilities

Job Requirements

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