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Team Support Specialist


3 weeks ago

Job type: Full-time

Remote (USA Only)

Hiring from: USA Only

Category: Customer Service

Calling all civic-minded applicants who are looking for the opportunity to plant roots and grow with a purpose driven organization. Würk is the cannabis industry's first all-in-one workforce management solution. We have created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect the people and businesses of the cannabis industry so they can focus on making social changes in the world in which we live. If you are passionate about using your skills and talents to do good, we here at Würk want to meet you!

A successful Team Support Specialist will deliver comprehensive, high-quality support to the support team. On this fast-paced team, the Team Support Specialist will need to exemplify outstanding customer service skills as well as troubleshooting skills. The Team Support Specialist will have a passion for taking support calls, client ticketing organization, collaborating with teams members to assist with case resolution, and more!


What you'll need to accomplish! 

  • Within your first 30 days, you will learn the basics with the Wurk platform, learn the company's support ticketing system and begin to shadow the support team on calls and open cases.
  • Within 60 days, learn and better understand the support process, the Wurk platform and complete your first support cases.
  • Within 90 days, manage and close support cases assigned to you in compliance with Wurk's SLA. 
  • Manage the support queue.
  • Adaptability, teamwork, and good interpersonal skills are also good qualities.
  • Triage and manage most, if not, all inbound client calls.
  • Set client expectations over call, creating cases, and assigning them out when needed.
  • Assess technical situations and establish case severities.
  • Document precise troubleshooting and customer interaction details.
  • Work individually and with a team to solve technical problems while communicating trending issues and best practices. 
  • Make the customer feel known and understood by reviewing case history to assure familiarity with the system environment. 
  • Add a personal touch to the support engagement. 


What you'll need to have! 

  • 1+ years of customer support experience.
  • Willingness to go above and beyond.
  • Multi-tasking abilities.
  • Experience with Salesforce Service Cloud or other Support ticketing systems.
  • Understanding of operating systems, networking technologies/protocols, and software applications.


What's in it for you?     

  • Work with one of the most amazing tech start-ups the industry has ever seen and be a part of an incredible team that is going places and leading industry. 
  • Apply your technical, project, and problem-solving skills to an evolving market.
  • Work in colorful Colorado near the bustling heart of Downtown Denver and our gorgeous ballpark. 
  • Do you love dogs? So do we! (We're dog-friendly!) 
  • Collaborate with bright, fun, and goal-oriented teams in an open and lively environment. 
  • Reap the benefits of flexible PTO, and access to exciting industry events. 
  • Eligible to receive equity in Company.  
  • One Month Sabbatical after 4 years of employment. 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. 

Wurk is an Equal Opportunity Employer. Wurk does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. 

The approximate base salary range for this position is $40,000 - $45,000 based on candidate experience, education and geographic location.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA Only.

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