Customer Support Specialist

Company Overview: We are a dynamic website development company specializing in creating WordPress websites for cannabis dispensaries, enabling them to provide seamless online ordering experiences. Our mission is to help our clients grow their businesses by delivering top-tier, customizable, and user-friendly websites tailored to the unique needs of the cannabis industry.

Customer Support Specialist Job Brief: As a Customer Support Specialist, you will be the primary inbound point of contact for our clients, ensuring they receive exceptional service and support. You will assist clients with technical issues, provide guidance on using our WordPress-based platforms, and help them optimize their websites for online orders. Your role is crucial in maintaining customer satisfaction and fostering long-term relationships.

Responsibilities:

• Client Assistance: Provide timely and professional support to clients via email, chat, and phone, addressing inquiries related to WordPress websites, online ordering systems, and other related services.
• Technical Troubleshooting: Diagnose and resolve technical issues related to website functionality, plugin integrations, and other WordPress-related challenges.
• Issue Escalation: Collaborate with the development team to escalate and resolve more complex technical issues, ensuring quick turnaround times.
• Internal Liaison: Monitors tickets daily and coordinates with the Customer Success Managers on escalations and resolutions.
• Documentation: Maintain accurate records of client interactions, issues, and resolutions in our CRM system.
• Feedback Collection: Gather and report client feedback to help improve our products and services.
• Product Knowledge: Stay updated on the latest trends in WordPress development and the cannabis industry to provide informed support and advice.

What you’ll bring to the team:

• Experience: 2+ years of experience in customer support, preferably within the tech or web development industry.
• Technical Skills: Strong understanding of WordPress, including experience with themes, plugins, and basic troubleshooting.
• Communication Skills: Excellent verbal and written communication skills, with the ability to explain technical concepts in a clear and concise manner.
• Problem-Solving: Strong analytical and problem-solving skills, with a proactive approach to resolving issues.
• Industry Knowledge: Familiarity with the cannabis industry is a plus, particularly in the context of online sales, dispensary operations, and Point-of-Sale systems such as Treez, Alleaves, Dutchie, Flourish, etc.
• Customer Focused: A passion for helping customers succeed, with a commitment to providing outstanding service.
• Team Player: Ability to work collaboratively in a remote or on-site environment, contributing to a positive team culture.

Location: Remote

This is a remote position based in the United States. Preference will be given to those candidates that reside in one of the following states: MA, SC, MI, WI, MN, TX, SD, ID.