Product Support Agent

| Greater Denver Area

Product Support Agent

Flowhub - Customer Success Department

Reports to: Director of Product Support

 

Flowhub designs and builds user-friendly business management and compliance products crafted specifically for the regulated cannabis industry.

Our Customer Success team is highly energetic, highly motivated, and incredibly passionate. We utilize Deployment Managers, Product Support Agents, and Account Managers to support our clients with adoption, usage, and ongoing success to help businesses grow and thrive. Cannabis Technology is a new industry with unique challenges and each member of our staff is helping to create a scalable and customer focused experience that will guide Flowhub into our next chapter of growth.

Flowhub has seen explosive growth since its inception and is expecting traction to pick up even more going into 2018. With our previous and upcoming success, Flowhub is heavily invested in bringing on talent that will help us to continue to build and be with the company for years to come.

 

Role Brief:

Product Support is an integral and crucial element of Customer Success. Product Support Agents interact with our customer base more than any other role which means Product Support is the voice of Flowhub. Flowhub is intently focused on delivering world-class customer experiences and firmly believe this is what differentiates us from our competition.

As a Product Support Agent, you will field and resolve inquiries from our customers through Phone, Email, and Screen Sharing solutions. Inquires range from general questions and feature requests to reporting software bugs. Our Product Support agents also fulfil new and replacement hardware requests in addition to assisting with various special projects that come up from time to time.  

 

Who will love this job:

  • A confident doer that can work both independently and collaboratively.

  • A practitioner of open communication and feedback

  • An optimizer in a constant mindset of improvement.

  • An energetic driver who works with purpose, passion and urgency

  • A person who will enhance every customer experience they’re involved with

  • A logical thinker who enjoys solving problems

  • An advocate of cannabis legalization and compliance

  • A tech-savvy troubleshooter

 

Responsibilities:

  • Field and Address Customer Inquiries. Managing communication around support inquiries, while performing due diligence to find the appropriate response.  

  • Maintain Accurate Records. Ensuring support requests are properly tracked and documented.

  • Relay Product Feedback from Customers. Communicating with appropriate managers and product team staff so that customer needs/wants are documented.

  • Influence Decisions. Understanding the Support process and help drive company decisions therein.

 

Requirements:

  • 3+ years experience in a Technical Support role

  • A genuine interest in providing world-class customer experiences

  • Ability to think through problems in a logical manner  

  • A work ethic capable of helping us build an industry

  • Proficient in office software, email, and easily adaptable to new technology

 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • AngularJSFrameworks
    • MeteorFrameworks
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Slam DataAnalytics
    • SketchDesign
    • BasecampManagement
    • JIRAManagement
    • Pivotal TrackerManagement
    • WordpressCMS
    • SalesforceCRM
    • SendGridEmail

Location

Our office is located in beautiful downtown Denver right next to Union Station. Our space allows for easy commutes and access to amazing lunch spots.

An Insider's view of Flowhub

What’s the vibe like in the office?

The vibe at Flowhub is laid back, fun, but aggressive when it comes to solving problems. We love tech, we love cannabis, but most of all we love coming into work each day and tackling issues with like minded individuals. A short list of things we enjoy: Coffee, kombucha, board games, hacky sack, life size cutouts of Luke and Chewie, Reddit.

Mark

Product Manager

How do you collaborate with other teams in the company?

As an Account Manager within an Agile Software Development Framework, my role is to be the client advocate within Flowhub. I work closely with the Deployment, Product Support, Sales, and Engineering Departments to communicate future development plans, gather customer feedback, and use this customer feedback to build better customer solutions.

Patrick

Account Manager

How has your career grown since starting at the company?

A year ago I started off in an entry level position on the Product Support team. Today, I manage the deployment process for all clients. Because of the support from the management and their confidence in me, I know that I have a unique opportunity to grow with the company and tackle more challenging roles in my career as the company grows.

Chad

Deployment Manager

How do you make yourself accessible to the rest of the team?

I operate with an open door policy. I want to be accessible when employees need me, whether it's via email, slack or in person. I try to be a resource to help each person succeed within their position, and the company. And if there are questions or requests, I do my best to respond promptly.

Emily

CFO

What is your vision for the company?

I see Flowhub becoming the central hub for the cannabis industry. I want anyone looking to start or optimize their cannabis business to look to Flowhub for all the knowledge, software, and hardware they need to build a successful and compliant business.

Brandon

Chief of Staff

What are Flowhub Perks + Benefits

Health Insurance & Wellness Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Perks & Discounts
Casual Dress
Happy Hours
Pet Friendly

Additional Perks + Benefits

We have a wonderful office with kombucha and cold brew coffee on tap, a beer-stocked fridge, and plenty of space to spread your arms!

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