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

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
• 401(k) Retirement Plan
• Employee Equity Program
• Generous PTO policies
• Flexible Hours