Technical Support Representative
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Jane Technologies - Technical Support Representative
Jane Technologies, Inc. is looking for a representative who loves to problem solve. This individual will interact with dispensary staff and their customers and patients to address any of their technical questions. The Technical Support Representative will provide exceptional service to both end users and dispensary partners using the platform, ultimately improving the overall customer experience. Patience, organization and empathy are crucial to this role, as it is this individual’s priority to go above and beyond with every problem solving opportunity.
The Technical Support Representative will handle outreach from a variety of support channels, such as Zendesk and Drift, and either personally resolve the inquiries or triage and assign them to the appropriate team member. Professionalism and exceptional written and verbal communication are all imperative. The ideal candidate is passionate about the ongoing success of every dispensary partner and welcomes challenges with eagerness and tenacity. Culture is the single most important component of Jane’s success to date. A successful candidate will thrive in our environment of mutual support, relentless pursuit of excellence, creativity, and complete lack of ego.
Jane Technologies, Inc. is a MIT-founded technology company in the cannabis industry, and we are growing extremely quickly. Jane has developed the cannabis industry's first real-time marketplace, where consumers can discover and order cannabis online. We believe in the cannabis industry's ability to bring well-being, health, and love into this world, and it is our mission to bring confidence to the online cannabis shopping experience. To learn more about who we are, our culture, and whether this is the right place for you, read our Key Values profile: https://www.keyvalues.com/jane. Check out our product at: https://www.iheartjane.com/
Interact with customers to resolve tech-related questions and queries
Troubleshoot software and hardware issues for end-users
Keep track of customer expectations and recurring issues
Keep records of tech issues and report back to management, development, or product departments
Follow up with customers after resolving their inquiries
Build a sustainable and mutually beneficial relationship between customers and Jane
Desired Background & Requirements
Experience working in Salesforce
Experience working in Zendesk
Experience working in Drift or other live chat solution
Experience with Postman and/or pgAdmin a plus
Ability to multi-task and set priorities in a fast-paced environment
Ability to work independently
Strong problem-solving and analytical skills
Excellent communication and follow-up skills
A minimum of two (2) years working in a similar/related role
An associate’s or bachelor’s degree in a field of business or communication
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