Customer Support Technician

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Distru

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

☁️ SaaS

📋 Compliance

💰 $3M Seed Round on 2019-06

SaaS • Compliance • Cannabis

Distru is a comprehensive enterprise resource planning (ERP) platform designed specifically for the cannabis industry. It serves as a central hub for managing various aspects of cannabis operations, from inventory management to order fulfillment, sales, and compliance tracking, all the way from seed to sale. Distru integrates with several cannabis industry systems, ensuring compliance with regulatory requirements, and offers features such as cultivation analytics, financial management, and CRM capabilities. With a focus on streamlining operations and enhancing efficiency, Distru assists cultivators, processors, manufacturers, distributors, and retailers in the cannabis sector, helping them to drive sales, manage inventory, and monitor compliance effectively.

📋 Description

• Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales • Responding to support tickets and identifying their issues • Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem • Solving complex tickets with tools like SQL • Making video recordings of solutions for customers to have them watch • Jumping on the phone with customers to debug issues • Identifying common questions that should have a knowledge base article and helping us create that article • Master the tools we use in-house (i.e. Hubspot, Intercom, SQL)

🎯 Requirements

• A strong desire to learn and succeed in supporting cannabis operations • Excellent written communication skills • Ability to communicate fluently in English • Comfort on the phone, strong email writing skills, and happy to handle objections • A good sense of humor and desire to have fun • Be willing to work specific hours to provide support coverage to our customers • Prior experience taking calls directly from customers in a technical support capacity • The ability to write about technical subjects clearly in a non-boring style • Proposes solutions, doesn't just point out problems • Proven to leverage tools to help solve problems i.e excel, software, etc. • **Preferred not required** • Previous CRM experience, Hubspot is a plus • Previous experience using technical tools like SQL • Experience in the cannabis industry • Previous SaaS support experience • Hands-on experience managing customer issues through ticketing solutions (such as Intercom) • Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution

🏖️ Benefits

• Fully remote work environment. We have teammates in 4 continents! • Competitive medical, dental and vision plan options for the employee and their dependents • 18 days Paid Time Off (We want you to use these!) + 11 Holidays. Sick days do not count toward these • Competitive compensation structure