by Chris Durst June 21, 2023
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Dutchie, a tech company that powers cannabis dispensary operations, has posted a work from home Product Support Specialist job.
According to the company, “Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg’s Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors.”
In this role, you will learn about the Dutchie technology and will assist customers via email, phone, and chat.
Compensation range is $55,000 – $60,000 annually, and benefits include full medical, dental, vision, equity packages, and more.
No state hiring restrictions mentioned, no college required.
Here’s what the company has posted about the role:
Founded in 2017, Dutchie is a comprehensive technology platform powering dispensary operations, while providing consumers with safe and easy access to cannabis. Dutchie aims to further support the positive societal change the cannabis industry brings to the world through wellness benefits, social justice, and empowering local communities through tax revenue. Powering thousands of dispensaries across 40+ markets throughout the United States and Canada, Dutchie is the leading technology company in the cannabis space and was named in Fast Company’s 10 Most Innovative Companies in North America and listed two years in a row on LinkedIn’s Top 50 Startups.
Dutchie has raised over $600M in funding to date, backed by D1 Capital Partners, Tiger Global, Dragoneer, DFJ Growth, Thrive Capital, Howard Schultz, Snoop Dogg’s Casa Verde Capital, Gron Ventures, members of the founding team at DoorDash, Kevin Durant’s Thirty Five Ventures, and other notable angel investors.
About This Job
Are you ready to join the most formidable team in the Cannabis space? We exist to increase accessibility to Cannabis, and our Support Team exists to create the best experience possible for our dispensaries and consumers. We provide the highest quality tech support to our dispensaries so they can be successful using our platform, and we help cannabis shoppers find products that meet their needs.
In this role, you will serve as a technical escalation point, providing our customers with creative solutions to their most challenging issues. Your goal is to help our customers resolve their complex issues in the moment when possible. Provide feedback to the product organization for future platform development and improvement.
We’re here to help our customers every day between 5:00 am -10:00 pm PST 365 days a year. Evening, weekend, and holiday availability are required for this role.
What You’ll Do…
- Learn the DutchiePOS platform end-to-end for all legal Cannabis markets
- Deliver product support for a heavily regulated compliance-based industry
- Answer incoming customer requests via email, phone, and chat
- Follow a predetermined schedule of daily activities
- Provide education including technical, product, and compliance-related support for DutchiePOS end-users
- Meet customer satisfaction, efficiency, and issue resolution targets
- Maintain customer satisfaction by delivering personalized support and timely issue resolution
- Identify hardware and software solutions
- Manage multiple complex issues simultaneously
- Test and verify solutions to new problems
- Provide education including technical, product, and compliance-related support for DutchiePOS end-users
- Identify areas of improvement and lift up contact trends to the leadership team
- Participate in knowledge sharing and issue escalations and resolutions within DutchiePOS Support and cross-functional teams
What You Bring…
- 1+ years experience in a technical customer support role
- The ability to actively listen to customers and understand their needs.
- The ability to provide clear and concise information.
- The ability to remain calm and professional under pressure.
- The ability to build rapport with customers.
- Ability to methodically problem solve and come up with creative solutions
- Ability to learn and use multiple software applications and technologies simultaneously
- Very strong written and verbal communication skills
- Strong time management, prioritization, and organizational skills
- Strong technical acumen with an understanding of web-based software systems
- Commitment to providing an exceptional customer experience with professionalism, patience and adaptability
- Deep understanding of diverse operating systems and data communications, hardware, and network configurations
- Ability to work between the hours of 5am and 10pm PST across all 7 days including holidays.
It’s a bonus if you…
- Cannabis industry experience (METRC/Biotrack preferred)
- Experience supporting point of sale products
- Experience working in a highly regulated industry
- Experience working in a contact center or customer support environment
- Experiencing working with Zendesk, Salesforce, Slack, and Zoom
You’ll Get…
Cash compensation range: $55,000 – $60,000 USD annually
In addition to cash compensation, our total rewards package includes:
- Full medical benefits including dental and vision plans to ensure you always have the best care.
- Equity packages in the form of stock options to all employees.
- Technology (hardware, software, reading materials, etc..) allowance
- Flexible vacation and sick days
CLICK HERE for full details and to apply. For more jobs like this, check our Newest Jobs & Gigs page. To be the first to hear about jobs like these, like our Facebook page. Good luck as you make your work from home plans a reality!
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