BioTrackTHC, a global leader in cannabis seed to sale software, is currently looking for a highly motivated Support Manager who can take the reins of our SaaS customer support operations. The individual will be responsible for overseeing the work of the BioTrackTHC Customer Support staff to ensure that all tickets are completed in a timely manner and to customer satisfaction. The ideal candidate will have deep experience running established customer and technical support departments and will be able to take an in-depth look at our current standard operating procedures and optimize them to create a stronger, modernized support structure.
Position Responsibilities
- Responsible for designing and implementing improved process or operational policies
- Optimize our support channels to adhere to expectations of the 2018 user
- Supervises support personnel: establishes performance standards, monitors performance against standards, and works with individuals to improve upon their day to day
- Coordinates training of new personnel
- Maintains accountability of all technical support personnel
- Utilizes ticketing system to Monitor open tickets ensuring they are addressed in order of established priority and in a timely manner
- Collaborates with team members and industry experts to resolve complex problems
Minimum Requirements
- Bachelor’s degree in related field and 2 years running of a technical support department/call center or 5 years of relevant experience.
- Hardware experience (label printers, receipt printers, scales and scanners), preferred
- SQL, Postgres, Perl, AWS experience, is a plus but NOT required
- Excellent communication and organizational skills
- Excellent ability to multitask
- Must interact well with others
- Pass a background check
- Must have reliable transportation
- Must be highly motivated
If you think you have what it takes to make a difference at BioTrackTHC, please apply through Indeed.
Compensation commensurate with experience
Job Type: Full-time
Experience:
- Managing a Support Department: 2 years
Education:
Location: