Cannabis Technical Support Agent Job Description Sample Template
JOB TITLE:
- Cannabis Technical Support Agent
DUTIES and RESPONSIBILITIES:
- Responds to tier 1 and/or tier 2 support requests via phone and web-based ticketing system.
- Uses knowledge of web-based applications and networking to troubleshoot and resolve client issues.
- Performs tests to isolate the source of issues.
- Escalates issues to the development team when necessary.
- Verifies technical fixes from the development team.
- Provides prompt and courteous service.
- Uses remote desktop sharing application to assist end-users and resolve issues.
EXPERIENCE and QUALIFICATIONS:
- Must have 2+ years of customer support experience over the phone and email.
- Experience in website security, Web Application Firewall, eCommerce, web hosting, and/or technical industry preferred.
- Working knowledge of HTML.
- Experience with Photoshop, MS Office, Publisher, Illustrator, and other office and design applications.
- Customer Service Skills.
- Experience with understanding and soliciting requirements through conversations with non-technical customers and employees.
- Excellent verbal communication skills.
- Strong analytical and problem-solving skills.
- Detail-oriented with strong time management skills.
- Ability to work both independently and in a team setting with minimal supervision.
PHYSICAL DEMANDS:
- While performing the duties of this position, the employee is regularly required to talk and hear via electronic devices (ie. computer, monitor, microphone, video, etc.)
- The employee frequently is required to use hands or fingers to operate a computer keyboard and mouse.
- Specific vision abilities required by this position include reading and viewing information on a computer monitor.