Technical Support Agent - Tier 1 (Saas)

Overview:

If you’re looking for a predictable job at a big established company, you can stop reading now. If you’re interested in getting in on the ground floor of a rocket ship with proven entrepreneurs and technologists in the fastest growing industry in the world - Cannabis - keep reading!

About the Company:

Join one of the most interesting companies in all of cannabis to be part of a dynamic and passionate team driving innovation in this emerging market. BLAZE Is a venture backed technology startup that is designing the next-generation of software for licensed cannabis operators serving cultivators, manufacturers, distributors and retailers (dispensary and delivery businesses). In less than 3 years the company has picked up hundreds of customers in multiple states. BLAZE’s best in class ERP (enterprise resource planning) software enables companies of any size to streamline their entire business processes with legal compliance, inventory, customer and supply chain management in one unified platform. Customers can rapidly deploy the BLAZE technology with minimal risk, low cost, and maximum flexibility.

About The Role:

BLAZE is looking for a Tier 1 Tech Support Agent for our software solutions in a rapidly expanding client base. The ideal candidate will possess exceptional problem solving skills, excel at prioritizing workloads, have solid attention to detail, with the ability to work well both as a team and independently.

The Tier 1 Tech Support Agent is responsible for monitoring and responding to all support channels available to our customers. These include email, ticketing system, and phone support. The position will have a rotating schedule with weekend shifts being a part of the normal rotation. Normal support hours are 6:30 am - 8:30 pm PST. The product of this position is a customer that has successfully had their problem resolved and feels it was done so in a timely manner.

This is a fantastic opportunity to join a fast growing team and help shape our growth within the ever-evolving cannabis space.

Responsibilities

• Join the onboarding agents from time to time at customer launches in order to gain first hand knowledge of customer use of product.
• Escalate tickets to Tier 2 in a warm hand-off as needed.
• Be an active part of Continuous Process Improvement by speaking up when process breakdowns occur and propose possible solutions.
• Educate customers on best practices specific to their business needs
• Contribute to the BLAZE customer support knowledge base by authoring educational support articles.
• Provide requirements to the development team based on customer feedback.
• Work with the team lead for Appcues in order to identify areas of our applications that most need additional self help.
• Work issues from our HubSpot ticketing system in a triage manner, prioritizing according to urgency.
• Answer real-time requests via phone or chat, creating tickets in our ticket system.

About You:

• Ability to work from home with full efficacy
• Excellent communication skills as a remote employee
• Solid experience in MS Office or Google Docs. Specifically strong experience in spreadsheets.
• 2-5 years of experience in software technical support
• Self-motivated with the ability to work well both independently and within a team.
• Quiet place to work with a solid internet connection
• Associate's or Bachelor's degree preferred

Bonus Points:

• Cannabis industry experience in retail, cultivation, distribution, or delivery
• QA or software testing experience
• Experience in supporting a delivery service or inventory management SaaS solution
• SaaS startup experience a plus

Benefits and Perks:

• A real chance to help shape the growing cannabis industry
• Work from home
• Health, Dental, Vision, Life, Disability, 401K
• Competitive salary
• Work with smart people in a fast-paced environment
• Paid time off (Vacation, Sick, Holidays)

Remote Work with Corporate Offices Located in Newport Beach, CA.

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