Technical Support Agent

August 31

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Cova Software

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We enable cannabis retailers to deliver a great customer experience with the most advanced dispensary software solutions

Dispensary POS • Dispensary Interactive Menu • Dispensary Digital Signage • Dispensary Digital Menus • Cannabis Retail Software

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Description

• As Technical Support Agent part of the Cova Support team, your role is to provide excellent customer service by answering a range of inquires via phone, chat, and email. • Knowledge of Cova’s platform is paramount in answering simple product related questions, as well as troubleshooting and solving more complex problems. • This position requires availability for early mornings, evenings, and rotating weekend shifts. • Manage a multi-queued ticket system, applying best practices for ticket hygiene and consistently meeting service level and resolution targets. • Act as the primary contact for partner inquiries and secondary for client escalations regarding Cova’s multi-product platform. • Continuously identify and implement solutions for problems, and seek opportunities for process improvements, training, and documentation. • Evaluate, troubleshoot, document, and collaborate on issues, escalating when necessary, while developing the skills to resolve many issues independently. • Collaborate with Subject Matter Experts, Customer Support, Client Managers, and Development Teams to prioritize and communicate defects, hotfixes, and trending issues. • Continuously expand your knowledge of Cova products and contribute to team knowledge management and documentation.

Requirements

• 1+ years Customer Service experience, preferably in a software or technology support role. • Cannabis industry experience. • Typing speed of 40+ WPM. • Intermediate understanding of support processes and general product knowledge. • Experience with Salesforce or other ticket-tracking help desk software is a plus. • Proven track record of exceeding standard responsibilities.

Benefits

• Begin your journey with a competitive starting salary! • Enjoy peace of mind with a comprehensive benefits package, covering medical, vision, and dental premiums for you and your entire family. • Embrace work-life harmony with a flexible hybrid working environment and vacation days starting at three weeks annually. • We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten "New Baby Days" for all parents welcoming a new child into their life. • Enjoy a "Cultural Day" off annually to celebrate a day of religious or cultural significance. • Give back with up to 6 days of paid time off annually for volunteering or personal learning. • We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment.