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.
Summary: As a Technical Support Specialist II - III, 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
Requirements:
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
Basic understanding of Python will be a plus.
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.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
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