Customer support representative

What is Greenline?Greenline (acquired by BLAZE) is a Canadian cannabis point-of-sale (POS) platform. We develop software to help retailers sell cannabis and stay compliant within the Canadian retail cannabis industry.Why do cannabis retailers need industry-specific software? Generic POS systems can only get them so far - the need to track detailed inventory, be fully accountable for every action, and generate compliance reports that are sent to the government demands powerful, custom-built software.Our goal is to be an exemplary software business that is a role model for businesses around the world looking at cannabis legalization in their own jurisdictions.
Who you are

• Have cannabis retail experience (bonus points for supervisor or manager roles)
• Have a strong understanding of how retail stores operate and their POS software platforms (Greenline experience is preferred)
• Have a strong grasp on current technology and be interested in all things "tech"
• Strong troubleshooting and problem-solving skills
• Familiarity with the basics of networking (LAN, WIFI, IP Addresses, etc.)
• Comfortable working in MS Excel
• Empathetic and patient
• Willing to work with customers on complex issues
• Preferably based in Ontario and are available during our EST support hours (9am - 5pm Monday to Friday and 8am - 4pm Saturday and Sunday)
• You have a rock-solid home internet connection
• You are a Canadian resident

Your role and responsibilitiesAs customer support, your primary role is to assist cannabis retail employees in solving problems and getting the maximum value from our Greenline software.

• Respond to inbound customer support live-chat messages and phone calls
• Respond quickly and accurately
• Actively seek out the best solutions to customer problems
• Escalate issues/bugs to team members appropriately
• Collaborate with the CS team to continuously improve internal procedures and KPIs

What we need

• A resume.
• A cover letter detailing your experience in cannabis retail.
• A short writing sample that describes a complex but important piece of software that you use in an easy-to-understand manner.

Are there any benefits?

• Vacation days - 15 days of paid vacation time
• Health benefits - medical, vision, dental
• Full remote work - have flexibility in how and where you work
• Wellness benefits - Up to $150 a month
• Computer hardware - Laptop and headset provided by the company

How will the interviews work?1) Phone interview2) Zoom interview3) Reference checks4) Phone interview #25) Offer
When are you looking to hire someone?We are looking for the right candidate to start as soon as possible.