Technical Support Representative

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

📋 Description

• Deliver Tier 2 technical support primarily via live chat for issues escalated from the AI-driven support system.

• Diagnose problems related to POS systems, retail hardware, receipt printers, connected devices, and software.

• Investigate customer-reported issues, collect pertinent information, and determine root causes.

• Assist customers with troubleshooting steps and clearly articulate technical solutions.

• Take ownership of customer inquiries through prompt follow-up, documentation, and escalation.

• Utilize internal knowledge bases, AI-driven tools, and other resources to resolve issues effectively.

• Collaborate with Tier 3 Support, Product, QA, Development, Account Management, and Customer Success teams.

• Keep precise records of customer interactions, troubleshooting processes, and outcomes.

• Recognize recurring issues, communicate customer feedback, and enhance support processes and documentation.

• Stay updated on Sweed’s platform, product developments, and technical support practices.

⛳️ Requirements

• A minimum of 2 years of experience in customer-facing support, technical support, customer service, or retail operations.

• Proven experience in supporting or troubleshooting Point of Sale (POS) systems and associated hardware.

• Background in troubleshooting software, hardware, or intricate technology products.

• Exceptional written communication skills in English.

• Strong verbal communication skills in English.

• A structured and analytical approach to troubleshooting and problem-solving.

• Ability to maintain composure, patience, and a solution-focused mindset with frustrated customers or urgent issues.

• Keen attention to detail and strong documentation abilities.

• A sense of ownership and accountability.

• Proficiency with web-based software, support platforms, CRMs, and AI-driven tools.

• Capacity to work independently, cooperate with teammates, and escalate issues as necessary.

• Availability to work from Saturday to Wednesday, including weekends, after the initial training period.

• Availability to work an assigned 8-hour shift between 6:00 AM and 6:00 PM Pacific Time, along with a 1-hour unpaid lunch break.

• Availability to work Monday through Friday during the approximately two-month initial training period.

• Preferred: experience in supporting SaaS platforms or complex software products.

• Preferred: knowledge of retail operations, inventory management, eCommerce, or payment processing.

• Preferred: experience in troubleshooting receipt printers, barcode scanners, cash drawers, or scales.

• Preferred: familiarity with APIs, integrations, or application logs.

• Preferred: experience with platforms like Intercom, Salesforce, HubSpot, Slack, or similar systems.

• Preferred: experience in cannabis retail or familiarity with METRC and other compliance systems.

• Preferred: relevant technical certifications or a background in IT.

🏝️ Benefits

• 20 paid vacation days annually.

• 3 days of sick leave.

• Medical insurance following the introductory period.

• Reimbursement for equipment such as laptops, monitors, and similar tools.

• 100% remote work opportunity.

• Opportunities to gain deeper technical expertise and advance into higher support roles.

• Collaboration with experienced technical teams.

• Access to modern support technologies, including AI-driven tools and knowledge resources.