Tier 1-2 Support | CMS & E-commerce

About BLAZE:

BLAZE is an early-stage technology company building an all-in-one software solution for cannabis retail. We are looking for a Tier 1-2 ECOM Support Representative for our ECOM product line with focus on BLAZE Sites. The ideal candidate will possess exceptional problem solving skills, excel at prioritizing workloads, have solid attention to detail, with the ability to work well both as a team and independently.

About your role:

This is a fantastic opportunity to work in a cross function role at the intersection of retail cannabis and e-commerce technology. As a part of the BLAZE ECOM Team, you will be expected to learn and support the full product line: ECOM (online menus), Self-Serve Kiosks, Native Mobile Apps, and BLAZE Sites.

You will focus primarily on BLAZE Sites, is our newest product line. It’s an SEO optimized CMS with deep integrations to the ECOM and POS platforms. As such, some level of website management, digital marketing and e-commerce is strongly preferred.

You will be responsible for monitoring and responding to all support channels available to our customers. These include email, ticketing system, and phone support. The position will have a rotating weekend and holiday schedule providing extended hours support.

This is a work from home position, so you must be a self starter and great communicator.

What you'll do:

• Work issues from the ticketing system (Hubspot) in a triage manner, prioritizing according to urgency.
• Field, troubleshoot and answer Support requests via email, chat tickets and internal team forms
• Create detailed reports for escalation to other team members
• Create and manage updates to the BLAZE Support Knowledge Base
• Participate in Support team on-call weekend and holiday support shifts
• Educate customers on best practices specific to their business needs
• Emphasis on setting up and understanding Google Search Console and Google Analytics.
• Bonus if you have experience using SEO tools like Ahrefs, SEO Moz, Screaming Frog etc.

You should have:

• Bachelor's degree
• Previous experience in a customer support or technical support role, preferably e-commerce environment and/ or a website agency.
• Experience with content management systems and visual page builders.
• Experience with domain hosts and making updates to nameserver records
• Experience with Google Search Console, Google Analytics, Google Tag Manager, and Google My Business
• Experience with client calls and screen share meetings
• Ability to work from home with full efficacy
• Excellent communication skills as a remote employee
• Experience with a ticketing system
• Self-motivated with the ability to work well both independently and within a team

Bonus points for:

• Experience working in the Cannabis industry
• Experience with HubSpot
• Experience working at a web agency: SEO optimization, content marketing, client management etc.
• SAAS startup experience

Benefits:

• Remote working
• Health, Dental, Vision

Salary:

$50,000 - $55,000