Technical Support Agent

About the team:
Reporting to the Technical Support Manager, Cova’s Technical Support team is a group of passionate, detailed, and technically driven people. We love solving our partner’s and customer’s problems and creating great experiences.

About the role:
As a 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. In this role, you will be the first point of contact for our customers and must always lead with the best foot forward to provide a great experience.
This position requires availability for early mornings, evenings, and rotating weekend shifts.

Salary: $52-57K Annually

What you’ll be doing:

• 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

What we’re looking for:

• 1+ years Customer Service experience, preferably in a software or technology support role
• Cannabis industry experience considered a strong asset
• 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
  

What Really Matters:
A lot can be learned or trained, but there are a few things that can’t.

• Strong self-motivation and a relentless drive for success
• Genuine care for our clients and their customers
• Aptitude for collaborative efforts to ensure shared success