Cova - Technical Support Agent

**About Cova**:
Cova has been the fastest-growing software solutions company in the history of the legal cannabis industry and is now the #1 POS in North America. After launching commercially 6 years ago, we surpassed over 50 other companies as the industry preference. Through constant product innovation, execution of a clear growth strategy, and high integrity in everything we do, Cova delivers a premium service to its clients.

We design and build products on an open API architecture platform that elevates the dispensary retail experience. Our point-of-sale solution (POS) is purpose-built for cannabis retail and is based on years of experience in high growth/high complexity industries.

The legal marijuana market is on a fast growth trajectory with more new states legalizing every year. 5 more just passed in Nov 2020 and 2 additional states legislatively opted for retail operations in 2021.

Cova operates as a young company that spun out of a solid, well-established 20+ year old software company called iQmetrix. Collectively, our software can be found in over 20,000 stores across North America in several verticals, and we support retailers with one location and others who have thousands. Cova has invested heavily to have the industry-leading platform for enterprises and is technologically ahead of where the industry is heading.

Let's shape the next generation of cannabis retailers together and own it.

**Reports To**: Technical Support Lead

**Team Description**: Cova Software's Technical Support team is a group of passionate, detailed, and technically driven people. We love solving our partner's and customer's problems and creating great experiences.

**Job Summary**:
**Responsibilities**:

- Be the first point of contact to answer partner inquiries and the second point of contact for client escalations related to Cova's multi-product platform.
- Always look for solutions to problems and opportunities for process improvements, efficiencies, training, and documentation.
- Evaluate, troubleshoot, replicate, document, collaborate, and escalate issues as required. Over time you will develop the skills to resolve many of these issues on your own.
- Work closely with Subject Matter Experts, Customer support representatives, Client Managers, and Development Teams on the prioritization and communication of defects, hotfixes, and any trending issues.
- Be consistently growing and challenging your knowledge base in a variety of Cova products and features.
- Contribute to team(s) knowledge management and knowledge transfer with knowledgebase and documentation contributions.
- Ability to work non-traditional hours including early morning, evenings, weekends and after hours on-call support.

**Qualifications**:

- 1+ years Customer Service experience, ideally in a software/technology support role.
- Intermediate level understanding of existing support processes and general product knowledge.
- Experience with Salesforce Service Cloud or other ticket-tracking help desk software is a plus.
- A track record of going above and beyond the normal scope of your accountabilities.
- 40 + WPM typing.

**What Really Matters**:
A lot can be learned or trained, but there are a few things that can't.
- Strongly self-motivated with a drive to succeed.
- Caring about our clients and their customers.
- Being able to collaborate with others to ensure that we all succeed together.

**Want to Join the Team?**

If you're interested in a career with Cova, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

We are a hybrid work environment, remote and in-office for all employees in an office city.