Job Description

MJ Freeway was founded in 2010 by a team of career software and IT professionals. Our mission is to provide a business software platform built specifically for the cannabis industry. We give cannabis business owners the tools and information they need to operate successful and sustainable businesses and to comply with state and local regulations.

MJ Freeway is growing quickly in a fast paced, nascent industry, and we’re looking for a Technical Support Manager to join our team. This fulltime position will manage the technical support team and handle IT support for existing customers. We’re a hard-working team seeking a candidate who is self-motivated, innovative, and dedicated to giving our team and clients the very best.

Key Responsibilities:

  • Manages technical support-related operations and team scheduling
  • Oversees the work of the support team to ensure that all jobs are completed on time and to State specifications
  • Monitors on hand hardware and places orders to be replenished as needed
  • Responsible for designing and implementing improved processes or operational policies
  • Recommends changes to products or services to fulfill customer needs
  • Familiar with a variety of the field’s concepts, practices, and procedures
  • Relies on extensive experience and judgment to plan and accomplish goals
  • Performs and prioritizing a variety of complicated tasks
  • Leads and directs the work of team
  • Provides input to other departments on how to improve processes the impact customer satisfaction
  • Develop support protocols and strategies for troubleshooting software calls
  • Sets clear objectives to evaluate supports performance
  • Encourages open communication between team members to increase efficiency and customer satisfaction
  • Reviews daily priorities and ensures they are being addressed in a timely manner
  • Remains aware of new updates and releases to the product and communicates those to the support team

Knowledge, Skills, and Abilities:

  • A bachelor’s degree in business, technology, or equivalent
  • Previous experience managing a technical support team
  • Ability to juggle responsibilities and achieve deadlines without compromising value
  • Technical understanding of seed to sale tracking and the cannabis industry
  • Ability to develop relationships and effectively communicate with others.
  • Excited about technology and the cannabis industry
  • A high level of proficiency with web-based demonstrations, shared calendars, and instant messaging
  • Knowledge of commonly used tech support concepts, practices, and procedures as well as great customer service
  • Clearly identify whether a client is having a software related issue or user related
  • Ability to diagnose and trouble shoot supported hardware such as label printers, receipt printers, scanners and scales
  • Basic reporting skills and accounting principles
  • Basic retail principles
  • A clear understanding of State compliance regulations for all legal areas MJ Freeway operates within

About MJ Freeway

MJ Freeway® is the industry-leading software, consulting, and data solution for cannabis businesses, processing $5B in cannabis sales transactions and serving clients in every regulated market in the United States, Canada, Europe, and Australia. Founded in 2010 and designed and built specifically for cannabis businesses, MJ Freeway’s technology includes a patented seed to sale supply chain ERP Platform which leverages sophisticated business intelligence insights. MJ Freeway’s Leaf Data Systems software solution enables governments to track cannabis, prevent diversion, and ensure patient, public, and product safety. MJ Freeway also offers a complete suite of consulting services for new and existing cannabis businesses.

MJ Freeway LLC offers 100% company-paid medical insurance, unlimited time off (with approval) and a positive work environment where we live by three principles:

  • Do the right thing
  • Be part of the solution
  • Show people that you care

Sound like the place for you? Please submit your cover letter and resume.

Job Type: Full-time

Required experience:

  • Technical Support: 5 years
  • managing a technical support team: 3 years

Required education:

  • Bachelor’s

Job Location:

  • Denver, CO

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