Cova

About Cova

About COVA: Cova is a leading software solutions company that designs and builds products to elevate the dispensary experience. Our point-of-sale solution (POS) is purpose-built for the cannabis industry based on years of research and expertise; our digital signage and menus integrate seamlessly with our POS, providing a suite of tools to help bring dispensaries to the next level. Cova has already invested millions of dollars to get ahead of demand as additional states legalize and license new marijuana stores. We’re a mix of dreamers, strategists and technologists determined to leave the world better than how we found it. We know the future is unwritten, and subject to improvement, so we try to imagine what that future looks like – and devise ways to build it. Let's shape the next generation of cannabis retailers together. Technical Support Specialist Role Description: Own the complete end-to-end customer support experience by acting as the point of escalation for technical problems that cannot be resolved by Tier 1 or 2 support Resolve customer service issues and skillfully manage complex customer service problems. Liaise and work closely with the Development and other internal teams on escalated technical issues and product roadmap changes/new features as well as working with internal teams on beta programs. Participate in weekly cross-functional team meetings to drive the resolution of Tier 3 issues through these teams. Lead and oversee the resolution of critical technical issues, providing prompt and complete resolution to technical challenges and business issues. Lead and manage the reconciliation of JIRA tickets to the original support ticket and ensure proper closure and client communication. Manage customers’ expectations and experience in a way that results in high customer satisfaction. Communicate in a timely manner with clients on issues and resolutions. Develop and maintain technical expertise in all areas of product functionality and utilize that expertise effectively to help both internal and external customers. Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the greater support community. Working with the Technical Writer/L&D Manager to ensure materials are complete, current and accurate. Share best practices with team members to enhance the quality and efficiency of customer support through training sessions. Ability to orchestrate all team efforts and ensure we are a single point of contact for Tier 3 post-sales support activities. Qualifications Bachelor's Degree preferred or equivalent experience 2+ years technical support experience Experience with logging systems (e.g., Syslog, Windows Event Log) Networking experience in set up or configuration of routers, switches, scanners, tablets, printers and cash drawers Strong written and verbal communication skills Strong organizational skills – comfortable with managing and prioritizing customer case loads Experience in providing technical support for a SaaS organization Passion for solving complex problems quickly and creatively Excited about working in a constantly changing ecosystem Comfortable with uncertainty and turning complex problems into actionable plans Intellectually curious with a genuine desire to both learn and teach Patient, agile, and able to grow with an expanding team and company High availability and commitment to customers at any time Prior experience with support or development ticketing tools such as JIRA or Zendesk. Application process: If you are interested in joining our company and are committed to succeeding, please submit your resume and cover letter. We thank all applicants for their interested, however, only those selected for an interview will be contacted.

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Company Type: Private

Company Size: 11 - 50

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