Technical Support Representative

Job not on LinkedIn

🔥 9 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Support Engineer

🚫👨‍🎓 No degree required

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Sweed POS

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Sweed POS is a comprehensive platform designed to streamline cannabis retail operations. It offers a wide range of integrated tools including point of sale systems, marketing and loyalty programs, inventory management, and eCommerce solutions tailored specifically for the cannabis industry. With features such as advanced customer management, integrated payments, and multi-location logistics, Sweed POS empowers cannabis retailers to enhance their brand presence and operational efficiency. The platform is designed to seamlessly manage retail operations without the need for third-party systems, providing a holistic and intuitive experience for cannabis businesses.

📋 Description

• Provide Tier 2 technical support primarily through live chat for issues escalated from the AI-powered support system • Troubleshoot POS systems, retail hardware, receipt printers, connected devices, and software-related issues • Investigate customer-reported problems, gather relevant information, and identify root causes • Guide customers through troubleshooting steps and explain technical solutions clearly • Own customer issues through timely follow-up, documentation, and escalation • Use internal knowledge bases, AI-powered tools, and other resources to resolve issues efficiently • Collaborate with Tier 3 Support, Product, QA, Development, Account Management, and Customer Success teams • Maintain accurate records of customer interactions, troubleshooting steps, and resolutions • Identify recurring issues, share customer feedback, and improve support processes and documentation • Stay current with Sweed’s platform, product updates, and technical support practices

🎯 Requirements

• 2+ years of experience in customer-facing support, technical support, customer service, or retail operations • Experience supporting or troubleshooting Point of Sale (POS) systems and related hardware • Experience troubleshooting software, hardware, or complex technology products • Excellent written English communication skills • Strong verbal English communication skills • Structured, analytical approach to troubleshooting and problem-solving • Ability to remain calm, patient, and solution-oriented with frustrated customers or urgent issues • Strong attention to detail and documentation skills • Sense of ownership and accountability • Comfortable working with web-based software, support platforms, CRMs, and AI-powered tools • Ability to work independently, collaborate with teammates, and escalate issues effectively • Availability to work Saturday through Wednesday, including weekends, after the initial training period • Availability to work an assigned 8-hour shift between 6:00 AM and 6:00 PM Pacific Time, plus a 1-hour unpaid lunch break • Availability to work Monday through Friday during the approximately two-month initial training period • Preferred: experience supporting SaaS platforms or complex software products • Preferred: familiarity with retail operations, inventory management, eCommerce, or payment processing • Preferred: experience troubleshooting receipt printers, barcode scanners, cash drawers, or scales • Preferred: experience with APIs, integrations, or application logs • Preferred: familiarity with Intercom, Salesforce, HubSpot, Slack, or similar platforms • Preferred: experience in cannabis retail or familiarity with METRC and other compliance systems • Preferred: relevant technical certifications or IT-related background

🏖️ Benefits

• 20 paid vacation days per year • 3 sick leave days • Medical insurance after introductory period • Equipment reimbursement for laptops, monitors, and similar equipment • 100% remote work • Opportunities to develop deeper technical expertise and progress into advanced support roles • Collaboration with experienced technical teams • Access to modern support technologies, including AI-powered tools and knowledge resources

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