Tech Support Agent Tier 1 Job Description

If you're interested in a safe and predictable job at an established company, you can stop reading now. If you're looking to get in on the ground floor of something big and exciting, read on!

BLAZE is an early-stage technology company designing the next-generation of a software platform for the cannabis industry. We are proven entrepreneurs that have deep experience in the cannabis industry and have great product traction in the market.

BLAZE is looking for a Tier 1 Tech Support Agent for our software solutions in a rapidly expanding client base. The ideal candidate will possess exceptional problem solving skills, excel at prioritizing workloads, have solid attention to detail, with the ability to work well both as a team and independently.

This is a fantastic opportunity to join a fast growing team and help shape our growth within the ever-evolving cannabis space.

The Tier 1 Tech Support Agent is responsible for monitoring and responding to all support channels available to our customers. These include email, ticketing system, and phone support. The position will have a rotating weekend schedule for providing extended hours support. This is a work from home position, so you must be a self starter and great communicator.

The product of this position is a customer that has successfully had their problem resolved and feels it was done so in a timely manner.

What you'll do:

• Work issues from the ticketing system (Hubspot) in a triage manner, prioritizing according to urgency.
• Answer realtime requests via phone or chat, creating tickets in our ticket system.
• Escalate tickets to Tier 2 in a warm hand-off as needed.
• Contribute to the BLAZE customer support knowledge base by authoring educational support articles.
• Identify areas of our application that need improvement or have issues and clearly document and convey that to the development team.

• Participate in the on-call support rotation for after-hours calls.

• Educate customers on best practices specific to their business needs

• Support sales team in demos and for advanced questions posed by prospects
• Be an active part of Continuous Process Improvement by speaking up when process breakdowns occur and propose possible solutions.

You should have:

• Proven track record of production

• Bachelor's degree

• 2+ years of experience in software technical support

• Ability to work from home with full efficacy
• Quiet place to work with a solid internet connection
• Excellent communication skills as a remote employee

• Solid experience in Office productivity suites such as MS Office or Google Docs. Specifically strong experience in spreadsheets.

• Experience with a ticketing system.

• Self-motivated with the ability to work well both independently and within a team

Bonus points for:

• Cannabis industry experience in dispensary, delivery, or cultivation

• Experience with HubSpot

• SAAS startup experience is a plus

Benefits:

• Remote working

• Health, Dental, Vision

Salary:

$50K - $60K

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