Support Specialist (Tier 2) Jobs

Tier 2 Support Analyst

Company & Role Description

ABOUT BioTrack

BioTrack is the leading Seed-to-Sale inventory management and Dispensary Point-of-Sale software designed specifically for the cannabis industry. We offer a comprehensive suite of business tools that give you everything you need to run and control your cannabis business operation. BioTrack was the first ever cannabis point-of-sale system to integrate every vertical of the cannabis business model into one, universal traceability tool; becoming the first true seed-to-sale cannabis point-of-sale software ever made available to the industry.

BioTrack is looking for a talented and high energy Tier 2 Technical Support Representative to join our dedicated team and provide exceptional customer service to our customers. You will be supporting end users during troubleshooting complex activities (may be escalated from Tier 1) as well as interacting directly with operating systems, hardware, and software offerings. We value our employees and encourage each person to contribute ideas for improvement in both daily procedures and long-term goals. You can enjoy the satisfaction of using your particular skills to help people while working in a positive and encouraging office environment.

Primary Responsibilities:

• Utilize ticketing system (Salesforce) to monitor, escalate, and assist with customer issues
• Wholesale transfers)
• Collaborate with team members and industry experts to resolve complex problems
• Keep very detailed notes on each account that is worked on
• Provide support, documents, and making recommendations
• Provide remote support on best practices (e.g. harvesting plants, converting inventory,
• Help customers troubleshoot complex issues they encounter while using the software and provide actionable tips to resolve problems
• Relationships with accounts
• Apply customer service and dispute resolution skills, and quickly developing

Qualifications

• Must have a flexible schedule (may be required to work some nights and weekends, even on short notice)
• MUST have minimum 2 YEARS SQL EXPERIENCE
• Functional use of Microsoft Office and similar applications
• General troubleshooting proficiency
• Experience with help desk support ticketing systems and remote access software, such as TeamViewer and Salesforce, preferred.
• Hardware experience (label printers, receipt printers, scales, and scanners), preferred
• 3 years of Help Desk experience (in software)
• Excellent communication skills
• Excellent ability to multitask
• Helpdesk, A+, MCSA, MCSE, Postgres experience preferred
• Associates Degree with two years equivalent related experience preferred.
• Must interact well with others and have excellent interpersonal communication skills

Job Type: Full-time

Successful background check required