Customer Support Technician
Full-time, 100% Remote, Allowances, Paid time-off
Looking for Filipino (Philippines-based) candidates 🇵🇭
Position: Customer Support Technician
Work hours: 9:00 am - 6:00 pm US Time Zone
Compensation Range: $1,250/month
At RunRemote our mission is to help connect the top 1% of talent in the Philippines with the best global job opportunities. Our key markets and clients are located in the US, AUS, UK & Canada just to name a few. All of our roles are full-time and 100% remote, cutting out the daily commute, and providing top-rated talent with the best job opportunities all from the comfort of their home.
About our client
Our client is the leading ERP in the cannabis industry, dedicated to building a software platform that streamlines the supply chain for cannabis businesses. Their team is highly technical and customer-focused, serving many of the top cannabis brands and distributors across the United States. Their software empowers these companies to manage their entire operations efficiently while staying compliant.
About the role
You'll be a key player on their Customer Success Team, owning the mission of ensuring their customers harness the full power of the company to stay compliant and efficient in the cannabis industry. If you're passionate about helping people, obsessed with delivering top-notch service, and thrive on building strong relationships, this role is for you. You'll work closely with a positive, driven team, staying organized and motivated by the success of their customers. Their success means thriving businesses in a rapidly growing market, and that’s what excites you most.
Responsibilities:
- Supporting customer happiness and retention working cross-functionally with customer success, engineering, product, and sales
- Responding to support tickets and identifying their issues
- Relaying advanced customer problems to customer success and engineering with detailed notes to help them address the problem
- Solving complex tickets with tools like SQL
- Making video recordings of solutions for customers to have them watch
- Jumping on the phone with customers to debug issues
- Identifying common questions that should have a knowledge base article and helping them create that article
- Master the tools they use in-house (i.e. Hubspot, Intercom, SQL)
Requirements:
- At least 3 years experience in an ERP company as a technical support representative or in any SAAS company
- At least 3 years in technical support and is comfortable on the phone, has strong email writing skills, and is happy to handle objections
- A strong desire to learn and succeed in supporting cannabis operations
- Excellent written communication skills
- A good sense of humor and desire to have fun
- Be willing to work specific hours to provide support coverage to our customers
- Prior experience taking calls directly from customers in a technical support capacity
- Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution
- The ability to write about technical subjects clearly in a non-boring style
- Proposes solutions, doesn't just point out problems
- Proven to leverage tools to help solve problems i.e. excel, software, etc.
- Proficient in using CRMs (like Hubspot), SQL, and Intercom
- Experience in the cannabis industry is preferred
Benefits:
- $50 HMO allowance
- $50 Internet allowance
- 18 days Paid Time Off
- Working with successful and experienced teammates coming from top cannabis operations in the US
- Education on the ins and outs of the Cannabis Industry that's hard to find anywhere else
- Department
- Customer Success/Service
- Role
- Technical Support Agent
- Locations
- Philippines
- Remote status
- Fully Remote
- Monthly salary
- $1,100 - $1,250
Customer Support Technician
Full-time, 100% Remote, Allowances, Paid time-off
Loading application form