Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage incoming communications via email, phone, and live chat across POS, ecommerce, payments, loyalty, hardware, and integrations.

• Diagnose intricate platform issues including back office configurations, register transactions, receipt reconciliations, menu synchronization failures, discount and pricing discrepancies.

• Assist with hardware installation and troubleshooting for registers, printers, barcode scanners, cash drawers, scales, and computers.

• De-escalate urgent customer situations effectively.

• Elevate issues to higher support tiers or transition interactions to calls or Zoom when necessary.

• Address Pay by Bank problems, including bank connections, funding delays, authorization errors, returns, and suspected fraud cases.

• Facilitate basic METRC and compliance workflows involving package tags, manifest generation, and transfer processes.

• Forward compliance-related issues to Tier 2 with thorough documentation.

• Aid in inventory receiving, package creation, inventory room oversight, and audit processes.

• Support catalog management, label configuration, and pricing adjustments.

• Validate integration setups, address syncing issues, and process API key requests.

• Utilize AI-assisted support tools to triage, troubleshoot, and direct issues appropriately.

• Assist customers using Dutchie’s AI-native products and agentic platform modules.

• Experiment with new tools, identify gaps, and help improve tooling.

• Contribute to internal documentation efforts.

• Document every contact with complete ticket details.

• Implement the 20-minute escalation guideline.

• Ensure appropriate classifications, tags, and macros are applied prior to closing or escalating tickets.

⛳️ Requirements

• Minimum of 2 years in a customer-facing support position, ideally within a SaaS environment.

• Excellent written and verbal communication abilities; capable of explaining technical issues in simple terms.

• Comfortable troubleshooting across various product surfaces simultaneously.

• Strong documentation practices; internal notes should be actionable without further follow-up.

• Maintain professional conduct with frustrated customers in high-stress situations.

• Proficient in using web-based software, CRMs, and Google Workspace.

• Authentic interest in AI tools; curious about their functionality and willing to explore them.

• Flexibility to work evenings, weekends, and holidays as needed.

• Availability for a 7-day operation from 5am to 9pm PST.

• Experience with POS systems, retail operations technology, or cannabis compliance is advantageous.

• Familiarity with Zendesk, Salesforce, Slack, and Zoom is a plus.

• Background in the cannabis sector or dispensary operations is beneficial.

• Experience with the Dutchie platform is an added advantage.

🏝️ Benefits

• Medical benefits that include dental and vision plans.

• Equity packages provided in the form of stock options to all employees.

• Technology allowance for hardware, software, reading materials, and more.

• Flexible vacation and sick leave policies.