Technical Support Specialist Tier II

Company Overview:

At Sweed, we offer more than just a point of sale system. We provide a comprehensive retail cannabis solution, integrating powerful POS functionality with e-commerce, delivery services, detailed analytics, marketing and loyalty programs, and inventory management. Our all-in-one platform simplifies retail operations, allowing businesses to focus on what matters most.

Job Summary:

As a Technical Support Specialist II, you will play a crucial role in ensuring our customers have an exceptional experience with Sweed. You'll engage directly with users, providing support and guidance, as the primary liaison between the client and the development team. You will review and deeply investigate issues escalated from Tier I Support.

Responsibilities:

• Answer customer inquiries about product features and functionality.

• Diagnose and resolve technical issues and complaints in a timely manner.

• Collaborate with cross-functional teams to address technical challenges and implement solutions.

• Provide feedback to product and development teams based on customer needs and suggestions.

• Assist in the development of customer support training materials and procedures.

• Communicate product updates and changes to customers.

• Maintain records of support requests and technical issues.

• Develop and maintain a knowledge base of FAQs and solutions.

• Stay updated on product knowledge, company policies, and industry trends.

• Continuously improve processes and procedures to enhance the customer experience.

• Test new features and verify they meet customer requirements.

Required Qualifications:

• Strong knowledge of cannabis retail operations.

• Ability to inspect web requests for troubleshooting purposes.

• Basic understanding of SQL for data analysis.

• Familiarity with Postman or other request debugging tools for API testing.

• Previous experience in quality assurance or a major support position for a complex product.

• Proficiency in project management tools like JIRA.

• Hobbyist level software development experience.

Benefits:

• Medical, dental, vision, and other health insurance options.

• 401K retirement savings plan.

• Paid parental leave.

• Paid company observed holidays.

• Generous paid time off.

Sweed is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by law.