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Customer Support Technician | REMOTE - Colombia

1 month ago
Colombia
Contract
Junior
Technical Support Engineer
Customer and Technical Support
ERP HubSpot Shopify SQL
Apply Now
Distru

Distru

Distru is a company that provides streamlined seed to sale software and cannabis ERP. They offer inventory, order, and customer management software for cannabis manufacturers and distributors. Their software is built on true cannabis experience and ser...

Internet Software & Services
11-50
Founded 2016
$3M raised
View All Jobs

Description

  • Respond to customer support tickets and identify the underlying issues.
  • Work cross-functionally with customer success, engineering, product, and sales to resolve customer problems.
  • Relay advanced customer issues to customer success and engineering with detailed notes.
  • Solve complex support tickets using tools such as SQL.
  • Create video recordings that walk customers through solutions.
  • Jump on calls with customers to debug issues and troubleshoot problems live.
  • Identify recurring questions and help create knowledge base articles.
  • Master and use internal tools such as HubSpot, Intercom, and SQL to support customers.
  • Support customer happiness and retention by helping customers get the most value from the platform.

Requirements

  • Strong desire to learn and succeed in supporting cannabis operations.
  • Excellent written communication skills.
  • Ability to communicate fluently in English.
  • Comfort speaking on the phone and writing clear, professional emails.
  • Willingness to work specific hours to provide customer support coverage.
  • Prior experience taking calls directly from customers in a technical support capacity.
  • Ability to write about technical subjects clearly in a non-boring style.
  • Ability to propose solutions rather than only identifying problems.
  • Experience using tools to solve problems, such as Excel or similar software.
  • Preferred: previous CRM experience, especially HubSpot.
  • Preferred: experience using technical tools like SQL.
  • Preferred: experience in the cannabis industry.
  • Preferred: previous SaaS support experience.
  • Preferred: hands-on experience managing customer issues through ticketing systems such as Intercom.
  • Preferred: hands-on technical support experience with enterprise software or SaaS products.

Benefits

  • Fully remote work environment with teammates across 4 continents.
  • Competitive medical, dental, and vision plan options for employees and their dependents.
  • 18 days of paid time off plus 11 holidays.
  • Sick days do not count toward PTO.
  • Competitive compensation structure.
  • Compensation of $1,500 to $2,000 per month.
  • Competitive pay plan with equity.

Interested in this position?

Apply directly on the company website

Apply Now

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