WORK AT SEED TECHNOLOGY

Careers

JOB DESCRIPTION

Product Support Specialist

Remote – US

About Seed

Seed Technology’s software platform and kiosks help cannabis dispensaries educate customers and sell more product. 

 

We are headquartered in the laid-back beach community of San Clemente. We have an office, but most of us work remotely. 

 

We have created a fun, progressive, and professional environment. We are very serious when it comes to the success of this business and winning but we are not very serious when it comes to ourselves. We are growing, so rapid advancement is a reality for the right person!

The Role

The Product Support Specialist assists new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips. They also diagnose technical issues and assist with repair requests, as well as educate internal users and create training programs or materials.

Responsibilities

  • Continuously improve your knowledge of the product in order to optimize the collective team knowledge and provide the best possible customer service to increase satisfaction and product engagement
  • Provide excellent customer support by quickly responding to phone/email/chat support requests, and assisting our IPMs and CSMs accordingly
  • Provide superior client management including communication, documentation, and responsive follow through in all required systems (e.g., Hubspot, Notion)
  • Diagnose and document defects through in-depth troubleshooting 
  • Perform root cause analysis which requires gathering and replicating customer issues for escalation to the appropriate team
  • Create technical defect tickets with steps to replicate for product and engineering
  • Identify common questions/issues that can be solved through deflection to an automated self-service portal and/or help center
  • Manage and create customer self service resources within Seed’s help center
  • Catalog and escalate common issues and resolutions to product and engineering teams in order to design and implement improvements to our internal support tools
  • Be the voice of the customer; reflect on your knowledge of common client needs to identify opportunities for process improvements and effectively communicate findings / recommendations to teammates to improve the overall client experience
  • Help guide and create the configuration of a ticketing system, such as establishing SLA’s based on issue severity, customer segment, etc

Required Skills

  • Ability to read, understand, and analyze JSON data via API partners
  • Experience leveraging Postman or other similar API tools to troubleshoot integrations 
  • Strong and proven ability to learn new software and technologies quickly  
  • Excellent communication skills both verbal and written
  • Operate with flexibility and adapt quickly to challenging situations  
  • Professional presence – supporting some of the most successful and prominent retail cannabis operators in the country (our users).

Benefits

  • Medical, Dental and Vision
  • Remote-friendly work environment
  • 401(k) Retirement Plan
  • Competitive salary
  • Opportunities for advancement

To apply, please email careers@getseed.io with your resume, cover letter, and LinkedIn profile. Thank you!