Customer Support Technician
Customer Support Technician
Posted on :
04-12-2024
Employer Active
1 Vacancy
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Jobs by Experience
2years
Monthly Salary
40000 - 60000
Vacancy
1 Vacancy
Posted on :
04-12-2024
Job Description
Job Summary:
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 customerobsessed. 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.
- Supporting customer happiness and retention working crossfunctionally 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.
- Solving complex tickets with tools like SQL.
- 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 inhouse (i.e. Hubspot Intercom SQL).
Requirements
Job Qualifications:
- A strong desire to learn and succeed in supporting cannabis operations.
- Excellent written communication skills.
- Comfort on the phone strong email writing skills and happy to handle objections.
- 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 nonboring style.
- Proposes solutions doesnt just point out problems.
- Proven to leverage tools to help solve problems i.e excel software etc.
Preferred Not Required:
- Previous CRM experience Hubspot is a plus.
- Previous experience using technical tools like SQL.
- Experience in the cannabis industry.
- Previous SaaS support experience.
- Handson experience managing customer issues through ticketing solutions (such as Intercom).
- Handson experience in a technical support capacity supporting customers using an Enterprise Software or SaaS Solution.
Additional Job Details:
Setup and Location: WFH/Onsite (Pasig Alabang Pampanga Cebu)
Work Schedule: 5:00AM to 2:00PM (US CST) 7:00PM to 4:00AM (PH)
Employment Type: Fulltime
All interviews and other hiring requirements are done virtually or through video calls or emails.
Join Us and Enjoy!
HMO Dental and Life Insurance for you and one free dependent from day one (with the option to enroll additional dependents)
Paid Leaves: Birthday Vacation Medical and Maternity (up to 6 Vacation Leaves are convertible to cash on your anniversary)
Employee Engagement Activities: YearEnd Party Family Day Team Building and more!
Why Join Staff Domain
At Staff Domain we are not just another staffing company we are rapidly growing and transforming the way businesses leverage global talent. We offer a vibrant and collaborative work culture that thrives on innovation excellence and continuous learning. With offices in the Philippines South
Africa India and beyond we are a truly global company that embraces diversity and encourages the sharing of ideas.
Proven work experience in a similar customer service/support role. Technical experience in supporting software is an advantage. Effective communication skills. Good troubleshooting and multi-tasking skills. Attention to detail and adherence to response times Reliable and punctual Desirable skills and qualifications: IT certification, degree or diploma is desirable but not essential Basic knowledge of HTML/CSS/JS would be an advantage but not essential Additional Job Details: Set-up and Location: Office-based (Ortigas, Pasig City) Work Schedule: 9:00 AM-6:00 PM (AEST) | 7:00 AM-4:00 PM (PH Time) Employment Type: Full-time All interviews and other hiring requirements are done virtually or through video calls or emails.
Employment Type
Full Time
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