sweedpos.com - Technical Support Representative
Requirements
• 2+ years of experience in customer-facing support, technical support, customer service, or retail operations, preferably in a software or technology-driven environment • Experience supporting or troubleshooting Point of Sale (POS) systems and related hardware, either remotely or hands-on • Experience troubleshooting technical issues involving software, hardware, or complex technology products • Excellent written English communication skills, with the ability to explain technical concepts clearly and professionally through chat • Strong verbal English communication skills • A structured, analytical approach to troubleshooting and problem-solving • Ability to remain calm, patient, and solution-oriented when assisting frustrated customers or handling urgent issues • Strong attention to detail, documentation skills, and a sense of ownership and accountability • Comfortable working with web-based software, support platforms, CRMs, and AI-powered tools • Ability to work independently, collaborate with teammates, and escalate issues effectively • Availability to work the required schedule, including weekends, following the initial training period • Previous experience supporting SaaS platforms or complex software products • Familiarity with retail operations, inventory management, eCommerce, or payment processing • Experience troubleshooting retail hardware, such as receipt printers, barcode scanners, cash drawers, or scales • Experience investigating more advanced technical issues involving APIs, integrations, or application logs • Familiarity with tools such as Intercom, Salesforce, HubSpot, Slack, or similar support and collaboration platforms • Experience in the cannabis retail industry or familiarity with METRC and other compliance systems • Relevant technical certifications or an IT-related background • This is a full-time, remote position supporting customers during Pacific Time business hours. • Regular schedule: Saturday through Wednesday • Working hours: An assigned 8-hour working shift within 6:00 AM–6:00 PM Pacific Time, plus a 1-hour unpaid lunch break • Initial training: For approximately the first two months, you'll work Monday through Friday within the same operating hours to receive training and support from senior team members • Following the training period, you'll transition to the regular Saturday–Wednesday schedule. • Weekend availability is an essential part of this role.
Responsibilities
• Provide technical support to customers primarily through live chat, handling issues escalated from our AI-powered support system • Troubleshoot POS systems, retail hardware, and software-related issues, including receipt printers and other connected devices • Investigate customer-reported problems by asking the right questions, gathering relevant information, and identifying root causes • Guide customers through troubleshooting steps and explain technical solutions clearly and professionally • Take ownership of customer issues, ensuring timely follow-up, accurate documentation, and appropriate escalation when needed • Leverage internal knowledge bases, AI-powered tools, and available resources to investigate and resolve technical issues efficiently • Collaborate with Tier 3 Support, Product, QA, and Development teams on more complex technical problems • Maintain accurate records of customer interactions, troubleshooting steps, and resolutions • Identify recurring issues, share customer feedback, and contribute to improvements in support processes and documentation • Stay up to date with Sweed's platform, product updates, and evolving technical support practices
Benefits
• Work remotely as part of a collaborative, product-driven technology company • Make a direct impact on customers who rely on Sweed to run their businesses • Gain experience supporting a comprehensive retail technology platform • Work with modern support technologies, including AI-powered tools and knowledge resources • Collaborate with experienced technical teams and continue developing your troubleshooting skills • Grow your technical expertise with opportunities to progress into more advanced support roles • Be part of a team that values proactivity, critical thinking, adaptability, and customer trust • Compensation in USD (B2B contract with the US company, hourly pay tracked through Hubstaff) • 100% remote – We’re a remote-first company, no offices needed! • 20 paid days off per year • 3 paid sick days • Medical insurance after introductory period • Equipment reimbursement (laptops, monitors, etc.) • 1. Recruiter Interview (30 minutes): A conversation about your relevant experience, technical background, English communication skills, and expectations • 2. Technical & Team Interview (30 minutes): A discussion with our Support Team Leads to explore your troubleshooting experience, technical knowledge, and approach to customer issues • 3. Hiring Manager Interview (30 minutes): A conversation focused on your experience, problem-solving approach, and alignment with the team's expectations • 4. Final Interview (if needed): An additional conversation with senior leadership
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