T1 Support Agent

BLAZE®; Toronto; Remote; CAD 50,000 - 60,000; Full time

Job summary

A dynamic early-stage technology company is seeking a Tier 1 Tech Support Agent to provide exceptional support for their software solutions. This role involves monitoring support channels, managing customer issues, and contributing to the knowledge base. With a focus on problem-solving and communication, the ideal candidate will thrive in a remote work environment and help shape the growth of the cannabis industry. Join a fast-growing team and make a significant impact!

Benefits

Remote work environment

Health, Dental, and Vision insurance

Qualifications

• Minimum of 2 years experience in software technical support.
• Proven track record of production support.

Responsibilities

• Manage issues from the ticketing system, triaging based on urgency.
• Respond to real-time requests via phone or chat.
• Educate customers on best practices tailored to their business needs.

Skills

Problem Solving

Communication

Attention to Detail

Self-Motivation

Education

Bachelor's Degree

Tools

HubSpot

Office Productivity Suites

Job description

Tech Support Agent Tier 1 Job Description

If you’re interested in a safe and predictable job at an established company, you can stop reading now. If you’re looking to get in on the ground floor of something big and exciting, read on!

BLAZE is an early-stage technology company designing the next-generation of a software platform for the cannabis industry. We are proven entrepreneurs with deep experience in the cannabis industry and have great product traction in the market.

BLAZE is seeking a Tier 1 Tech Support Agent for our software solutions to support our rapidly expanding client base. The ideal candidate will have exceptional problem-solving skills, excel at prioritizing workloads, possess solid attention to detail, and work well both independently and as part of a team.

This is a fantastic opportunity to join a fast-growing team and help shape our growth within the evolving cannabis space.

The Tier 1 Tech Support Agent is responsible for monitoring and responding to all support channels available to our customers, including email, ticketing system, and phone support. The role involves a rotating weekend schedule for extended hours support. This is a work-from-home position, requiring a self-starter and excellent communication skills.

The goal of this position is to ensure customer issues are resolved promptly and satisfactorily, leaving customers feeling supported and valued.

Responsibilities:

1. Manage issues from the ticketing system (Hubspot), triaging and prioritizing based on urgency.
2. Respond to real-time requests via phone or chat, creating tickets as needed.
3. Escalate tickets to Tier 2 support with a warm hand-off when appropriate.
4. Contribute to the customer support knowledge base by authoring educational articles.
5. Identify application issues and communicate them clearly to the development team.
6. Participate in on-call support rotation for after-hours calls.
7. Educate customers on best practices tailored to their business needs.
8. Support sales team during demos and handle advanced questions from prospects.
9. Engage in continuous process improvement by identifying process issues and proposing solutions.

Qualifications:

1. Proven track record of production support.
2. Bachelor's degree.
3. Minimum of 2 years experience in software technical support.
4. Ability to work effectively from home with a quiet environment and reliable internet connection.
5. Excellent remote communication skills.
6. Strong experience with Office productivity suites, especially spreadsheets.
7. Experience with a ticketing system.
8. Self-motivated with the ability to work independently and in a team.

Bonus Points:

• Cannabis industry experience (dispensary, delivery, cultivation).
• Experience with HubSpot.
• SAAS startup experience.

Benefits:

• Remote work environment.
• Health, Dental, and Vision insurance.

Salary:

$50K - $60K