Software Support

Software Support

IndicaOnline, the leading Point of Sale provider for cannabis businesses is hiring a full-time Software Support Representative in the Los Angeles area. As a Software Support Representative, you will utilize your extraordinary communication skills, passion for problem-solving and understanding of technology to guide customers by phone and email, while establishing trust and strong rapport. Experience working in a tech-based or software as a service company is preferred.

Software Support Responsibilities:

  • Provide troubleshooting in various areas such as staff permissions, POS hardware, Wi-Fi, printer issues, iPad settings.
  • Answer inbound phone calls and web forms from prospective and existing clients.
  • Front Line Support - research and resolve a variety of technical problems and product assistance.
  • Develop knowledge of the POS system and assist clients with navigating through software setup and answer questions.
  • Provide front line support and consulting for IndicaOnline existing clients, analyze their need and provide them with solution.
  • Monitor daily ticket flow to make sure all issues are properly researched, updated, resolved or escalated.
  • Assist clients in connecting and setting up of POS hardware (Receipt, label printers, scales, Wi-Fi extenders and routers).
  • Simulate or recreate client problems to analyze and resolve user operating difficulties.
  • Provide client trainings sessions and demonstrations to potential clients.

Software Support Representative Requirements:

  • Previous work experience in support for SaaS (Software as a Service)
  • Knowledge of business operations (cost of goods, revenue, expenses, inventory)
  • Knowledge of sales and support software Zendesk, AgileCRM, Teamviewer,
  • Comfortable interacting and communicating with customers over phone, email, chat.
  • Excellent customer service skills with the ability to maintain a professional demeanor at all times regardless of situation.
  • Knowledge of cannabis industry and dispensary operations is preferred.
  • Knowledge of basic networking, Wi-Fi, POS hardware, operating systems (PC, iOS, OS), web browsers.
  • Ability to work in a high-stress environment.

You will have to have a basic knowledge of web based demonstrations, shared calendars, instant messaging and screen sharing platforms. As a Software Support Representative, you will develop an in-depth knowledge of our software, associate products, and the industry to provide our clients the best possible service.