Tier 1-2 Ecom Support

6 months ago

Vancouver, Canada BLAZE Canada Full time

**About Us**: BLAZE POS is a leading provider of Point-of-Sale solutions for the legal cannabis industry. Our innovative technology empowers businesses to streamline operations, enhance customer experiences, and drive growth. We are seeking a dedicated Tier 1 Support Agent to join our dynamic team, focusing on supporting BLAZE ECOM for our Canadian clients utilizing the Greenline POS software.

**Job Summary**: As a Tier 1-2 Support Agent for BLAZE ECOM on the Canadian side, you will play a crucial role in providing exceptional technical customer support to our clients. You will be responsible for resolving technical issues, assisting with account setup, and delivering timely and effective solutions to ensure the seamless operation of our e-commerce platform integrated with the Greenline POS software.

**Key Responsibilities**:

- Provide troubleshooting assistance for customers experiencing difficulties with the point of sale and e-commerce platform, including order processing, inventory management, and payment processing.
- Collaborate with internal teams, including developers and product managers, to escalate and resolve complex technical issues in a timely manner.
- Guide clients through the operation and configuration of BLAZE ECOM, ensuring a smooth post-onboarding experience and successful integration with the Greenline POS software.
- Maintain accurate records of customer interactions and technical issues in our support ticketing system, ensuring thorough documentation and effective communication with team members.
- Stay up-to-date on product updates, new features, and industry trends to provide informed support and guidance to clients.
- Assist with the creation and maintenance of knowledge base articles, FAQs, and other support documentation to empower clients with self-service resources.

**Qualifications**:

- Previous experience in a customer support or technical support role, preferably e-commerce environment.
- Strong understanding of e-commerce platforms and basic knowledge of POS systems; experience with Greenline POS software is a plus.
- Excellent technical communication skills, both written and verbal, with a passion for delivering exceptional customer service.
- Ability to troubleshoot technical issues independently and escalate complex issues to higher-level support teams when necessary.
- Detail-oriented with strong organizational skills and the ability to prioritize tasks effectively in a fast-paced environment.
- Proficiency in using support ticketing systems and CRM software; experience with Hubspot and Monday is an advantage.
- Flexibility to work non-traditional hours as needed to support clients during peak periods or emergencies.

**Salary**: $50,000.00-$60,000.00 per year

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