Customer Support Technician

We are an intrinsically motivated team that works without ego, is constantly learning, and gains a deep sense of satisfaction when our customers email us thank you letters like this one:"I can’t praise Distru enough, it’s head and shoulders above any platform I’ve encountered to date. Thank you for your persistence and providing us with the right tools."You will be working closely with the Customer Success Team and take ownership over making sure our customers are able to use Distru to its fullest to stay compliant and efficient in the cannabis industry. You are passionate about helping people and customer-obsessed. You enjoy and are exceptional at building relationships. You thrive working with a positive team and staying organized. You get excited about the success of Distru customers that will in turn help them build a thriving business in a fascinating growing market.In addition to our competitive pay plan with equity, we will actively enable you to reach your career goals and grow with us.We are constantly learning and solving real problems for the cannabis industry. The success of this industry matters!This is a remote full-time opportunity.

Things you may work on

• 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 us create that article
• Master the tools we use in-house (i.e. Hubspot, Intercom, SQL)

Desired Experience

• A strong desire to learn and succeed in supporting cannabis operations
• Excellent written communication skills
• Comfort on the phone, strong email writing skills, and happy to handle objections
• 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
• 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.

Preferred not required

• Previous CRM experience, Hubspot is a plus
• Previous experience using technical tools like SQL
• Experience in the cannabis industry
• Previous SaaS support experience
• Hands-on experience managing customer issues through ticketing solutions (such as Intercom)
• Hands-on experience in a technical support capacity, supporting customers using an Enterprise Software or SaaS Solution