| Technical Support - Lead |  |
Sep 17, 2021🔗 👁️ 178 178 Views
🏢 Cova 📍 Denver, CO
💰 DOE 🗓️ Full-time 🏷️ Information Technology 📛 No license required
About our company
Whether it's opening day or scaling to multiple locations, getting your business online or on the road with home delivery, Cova is here to help you run your cannabis store and realize your dispensary vision. Our award-winning retail platform is renowned for its built-in compliance, intuitive ease-of-use, and unparalleled reliability. Let us simplify your operations, so you can focus on what really matters—your customers.
Job description
This individual will report to the Director of Operations and will focus on the growth of technical knowledge and skill set of the Support team while increasing scalability by removing obstacles that stand in the way of creating a great client experience. You will be tasked with identifying technical and product knowledge gaps, accessing skill needs, as well as training, toolsets, coaching and supporting client’s issues. This role is responsible for in-depth troubleshooting, investigation, and analysis to provide potential solutions to clients and better identify true defects and usability limitations for the Product teams. This role provides API integration support and acts as a liaison between clients and API partners.
Duties and responsibilities
- Total Queue Management with attention on ageing tickets and response time.
- Leading the Technical knowledge and growth within Customer Support.
- Providing regular feedback, coaching and mentorship to members of the Support Team.
- Addressing technical knowledge and skill gaps on the team and working to close these gaps.
- Building and maintaining consistent communication and feedback loops with Leadership and Product on trends, issues, quality, and gaps.
- Providing expert product and service support.
- Acting as an escalation point for additional technical support and advanced troubleshooting.
- Managing tickets, ticket triage and driving tickets to resolution within established SLA parameters
- Working escalated tickets through Zendesk and DevOps to track down resolutions and causality of issues.
- Communicating directly with clients for troubleshooting and investigation to facilitate faster resolution times.
- Escalating identified defects and issues through to Product development teams.
- Responsible for the communication of progress, updates and resolutions to clients and team members.
- Maintaining SME on Cova products.
- Contribute content to our knowledge base for internal and external consumption, i.e. in the form of guides, FAQs, tutorials and runbooks
- Proactively communicating trends, gaps and process improvements to appropriate teams and stakeholders.
- Provide API integration support and manage communication between Cova support and partner support teams
Qualifications
Qualifications include:
- Ability to provide constructive feedback and coaching.
- Ability to quickly adapt to changes in timelines and sequence.
- Technical Product Expertise of Cova products.
- Ability to effectively communicate to clients and internal stakeholders both via telephone and email.
- A passion and excellent track record for problem-solving.
- Minimum 2 years of experience on a support desk
- Ability to be self-driven and motivated.
- Strong teamwork and collaboration skills.
- Ability to collect and analyze data for metrics and process improvement
- College degree preferred
- Support Desk experience required
Application process:
If you are interested in joining our company and are committed to succeeding, please submit your resume and cover letter. We thank all applicants for their interest, however, only those selected for an interview will be contacted