Client Support Associate I (Onsite)

Overview :

The Client Support Associate I will provide administrative and technical support to the internal sales team and clients.

This role will diagnose and resolve technical issues with our product suite and our third party partners; escalating to our support layers, including the support engineering team.

This includes updating the client with a workaround or resolution until they are fully satisfied, keeping the assigned Account Executive and Account Manager informed of the pathway to resolution.

The Client Support Associate I will also provide administrative support by receiving cases through Salesforce and resolving them in a timely manner with exceptional quality.

Tasks may include end-to-end review & execution of opportunities, updating account profiles, requesting credits, ad campaign configuration, creative asset collection, contract generation, and working with other departments to assist our sales team in the management of their accounts.

The impact you'll make :

• Provide technical support (Tier-1) for the Weedmaps products
• Adhere to standard operating procedure for technical support when working with internal cases
• Execute opportunities through closed-won process in a swift and accurate manner
• Validate opportunities inside our trust & safety guidelines
• Maintain clear communication with the account team to support generating revenue. (e.g. monitor opportunities and proactively those in process)
• Provide cross-functional communication between sales and the cross-functional teams including, but not limited to, support engineers and accounts receivable
• Manage ad campaign set up and asset collection
• Assist with large-scale account campaigns & activations
• Conduct administrative changes in account configuration management tools
• Participate in User Acceptance Testing, reporting defects, and analyzing issues in conjunction with the technology team
• Perform additional projects, and tasks as necessitated by the normal flow of the business

What you've accomplished :

• 1 year of experience in a B2B software support role
• 1 year of experience in a technical support role
• Exceptional written & verbal communication skills providing clear communication
• A deep ability to multitask under tight timelines, excellent solutions oriented skills, interpersonal, and collaboration skills.
• Efficient organizational skills and ability to multitask and prioritize in a high-volume, fast-paced environment
• Ability to troubleshoot technical issues & think outside of the box and identify root causes
• Resolve partner issues, identify and present workarounds, and communicate application enhancements
• Strong technical aptitude in a SaaS environment
• Experience troubleshooting and / or executing User Acceptance Testing in conjunction with the technology team
• Capable of quickly adapting to new responsibilities and meeting new expectations
• Develop and maintain a working knowledge of industry trends and regulations
• Proficient with Salesforce & Google Workspace
• Minimal oversight required once instructions are provided
• Experience managing digital assets and checking compliance against internal specs

Bonus Points :

• A passion for the cannabis industry and the desire to develop the culture
• 2 years of experience in a B2B software support role
• 2 years of experience in a technical support role
• Develop and maintain a working knowledge of industry trends and regulations
• Experience working in Google Ad Manager or other ad servers
• Experience with designing, writing, editing and publishing articles for a help center
• Account management experience
• Experience with JIRA, Tableau
• Bilingual written and verbal (Spanish)

The base pay range for this position is $24.04 to $27.88 per hour.

2024 Benefits for Full-Time, Regular Employees :

• Physical Health benefits : Medical, Dental & Vision :
• Employee - employer paid premium 100%
• Company contribution to a HSA when electing the High Deductible Health Plan
• For plans that offer coverage to your dependents, you pay a small contribution
• Mental Health benefits :
• Free access to CALM app for employees and dependents
• Employee Training
• Mental Health seminars and Q&A sessions
• Basic Life & AD&D - employer paid 1x salary up to $250,000
• 401(k) Retirement Plan (with employer match contribution)
• Generous PTO, Paid Sick Leave, and Company Holidays
• Supplemental, voluntary benefits
• Student Loan Repayment / 529 Education Savings - including a company contribution
• FSA (Medical, Dependent, Transit and Parking)
• Voluntary Life and AD&D Insurance
• Critical Illness Insurance
• Accident Insurance
• Short- and Long-term Disability Insurance
• Pet Insurance
• Family planning / fertility
• Identity theft protection
• Legal access to a network of attorneys
• Paid parental leave

Why Work at Weedmaps?

• You get to work at the leading technology company in the cannabis industry
• You get to play a meaningful role in helping to advance cannabis causes, including helping improve the lives of patients who rely on the benefits of cannabis
• You get an opportunity to shape the future of the cannabis industry
• You get to work on challenging issues in a collaborative environment that encourages you to do your best
• You get to work in a casual and fun environment; no fancy clothes required, but you are free to dress to the nines!
• Generous PTO and company holidays
• Numerous opportunities and tools to learn and grow your professional skills
• Endless opportunities to network and connect with other Weedmappers through speaker series, Employee Resource Groups, happy hours, team celebrations, game nights, and much more!

Weedmaps is an equal opportunity employer and makes employment decisions on the basis of merit. The Company prohibits unlawful discrimination against employees or applicants based on race (including traits historically associated with race, such as hair texture and protective hairstyles), religion and religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, military status, veteran status, uniformed service member status, sexual orientation, transgender identity, citizenship status, pregnancy, or any other consideration made unlawful by federal, state, or local laws.

The Company also prohibits unlawful discrimination based on the perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics.

Our company uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov / E-Verify.

Applicants are entitled to reasonable accommodations under the terms of the Americans with Disabilities Act and applicable state / local laws, unless the accommodation presents undue hardship.

Please email us at peopleoperations at weedmaps.com if you would like to confidentially discuss a potential accommodation during the interview process.