Customer Success Onboarding - Transact First Inc

Job Title: Customer Success Specialist

Location: South Florida (Hybrid Shift)

Salary: $24/hour

Are you ready to join the green revolution?

At BioTrack, we're not just changing the way the cannabis industry manages transactions we're redefining it. As one of the leading POS software companies in the cannabis world, we're on the hunt for an enthusiastic, bilingual superstar to join our team as an Customer Success Specialist.

Who We Are:

We're BioTrack, and we believe in making our customers' experience as smooth and successful as possible. Our innovative POS solutions help businesses in the cannabis industry thrive, and we need a passionate individual who speaks English and Spanish to ensure our clients get the best start possible.

What You'll Do:

• Assisting and resolving all Email tickets in order or priority in a professional and timely manner focusing on First Call Resolution and overall Customer Satisfaction.

• Organize, prioritize, and work email tickets out of the applicable Salesforce queues (ex - Priority, PA Support, Incoming Cases, etc)

• Attend and actively participate in Weekly RAIL calls with Enterprise clients

• Assist with new hire training

• Ability to manage tasks often with competing priorities and high levels of urgency

• Manage multiple escalated Customer Support tickets while maintaining appropriate client follow-up and a high level of detail documenting in our CRM to ensure we meet our contracted customer SLAs. .

• Responsible for completing minor tasks in Sales Force such as site deactivation and reactivations, creating sites for new employees, resetting Platform passwords, and additional tasks as new tools are built for Support into SalesForce.

• Responsible for creating all ES/JIRA/FR/Compliance requests for the Support Team.

• Effective and efficient internal communications with sales, billing, and product development teams.

• Responsible for meeting or exceeding performance metrics based on industry standard KPIs such as: First Call Resolution, First Response, Answer Rate, Mean Time to Resolve, Average Handle Time, CSAT and NPS.

• Seek and implement strategies to drive company profitability.

• Ability to multitask in a fast paced environment

What We're Looking For:

• Customer-Centric Attitude: Passionate about delivering outstanding service and making a positive impact on our clients' success.

• Tech-Savvy:

  • Comfortable with software and technology, and quick to learn new systems and tools.

  • Knowledge of commonly used tech support concepts, practices, and procedures and great customer service is required.

  • A high level of proficiency with web-based demonstrations, shared calendars, Zoom, Google Meets and instant messaging, is required.

• South Florida Local: You live in South Florida and are ready for a hybrid work environment, blending the best of in-office and remote work.

• Team Player: Collaborative, friendly, and ready to jump in to help your colleagues and clients alike.

• Tech Support Pro! 2+ years of technical support experience required or equivalent call center experience.

  • Extensive knowledge of Biotrack Product Suite and services

  • Ability to learn quickly.

• Multitasker Extraordinaire: Possess the ability to handle various tasks simultaneously; organize, prioritize, and work effectively under time constraints with minimal supervision while meeting assigned deadlines.

• Detail Oriented: Accurate and possess excellent follow-up skills.

Why BioTrack?

• Dynamic Environment: Work in a fast-paced, innovative company that's making waves in the cannabis industry.

• Hybrid Flexibility: Enjoy a mix of remote and in-office work, giving you the best of both worlds.

• Growth Opportunities: We're growing, and we want you to grow with us. Expect opportunities for professional development and career advancement.

• Competitive Pay: $23/hour because we value your skills and dedication.

https://biotrack.com/