About the team:
Reporting to the Technical Support Manager, Cova’s Technical Support team is a group of passionate, detailed, and technically driven people. We love solving our partner’s and customer’s problems and creating great experiences.

About the role:
As a Technical Support Agent part of the Cova Support team, your role is to provide excellent customer service by answering a range of inquires via phone, chat, and email. Knowledge of Cova’s platform is paramount in answering simple product related questions, as well as troubleshooting and solving more complex problems. In this role, you will be the first point of contact for our customers and must always lead with the best foot forward to provide a great experience.
This position requires availability for early mornings, evenings, and rotating weekend shifts.

Salary: $52-57K Annually

What you’ll be doing:

• Manage a multi-queued ticket system, applying best practices for ticket hygiene and consistently meeting service level and resolution targets.
• Act as the primary contact for partner inquiries and secondary for client escalations regarding Cova’s multi-product platform.
• Continuously identify and implement solutions for problems, and seek opportunities for process improvements, training, and documentation.
• Evaluate, troubleshoot, document, and collaborate on issues, escalating, when necessary, while developing the skills to resolve many issues independently.
• Collaborate with Subject Matter Experts, Customer Support, Client Managers, and Development Teams to prioritize and communicate defects, hotfixes, and trending issues.
• Continuously expand your knowledge of Cova products and contribute to team knowledge management and documentation.

What we’re looking for:

• 1+ years Customer Service experience, preferably in a software or technology support role.

• Cannabis industry experience considered a strong asset

• Typing speed of 40+ WPM.

• Intermediate understanding of support processes and general product knowledge.

• Experience with Salesforce or other ticket-tracking help desk software is a plus.

• Proven track record of exceeding standard responsibilities.

What Really Matters:
A lot can be learned or trained, but there are a few things that can’t.

• Strong self-motivation and a relentless drive for success
• Genuine care for our clients and their customers.
• Aptitude for collaborative efforts to ensure shared success.

What We Offer:

• Begin your journey with a competitive starting salary!
• Enjoy peace of mind with a comprehensive benefits package for you and your entire family.
• Embrace work-life harmony with a flexible hybrid working environment and generous vacation and sick time policies
• We care about your family, offering maternity, adoption, and paternity leave salary top ups as well as ten “New Baby Days” for all parents welcoming a new child into their life.
• Enjoy a “Cultural Day” off annually to celebrate a day of religious or cultural significance.
• Give back with up to 6 days of paid time off annually for volunteering or personal learning.
• We believe in the value of taking time to refresh, re-energize, and reflect on your career journey. Employees are granted a seven-week sabbatical after every seven years of employment!

Want to Join the Team?

If you’re interested in a career with Cova, please submit your resume and cover letter. We are an equal opportunity employer. We do not discriminate based on race, faith, colour, cultural background, gender, sexual orientation, age, marital status, or disability status. We thank all applicants for their interest, however, only those selected for an interview will be contacted.

We are a hybrid work environment, remote and in-office for all employees in an office city.

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