Flourish Software Support Analyst

Chattanooga, TN Apply Here
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Software Support Analyst - Flourish Software (Chattanooga, TN)

 

About Us

Flourish Software is a leading cannabis supply chain and retail software company. We are working to build the supply chain of the future to enable and empower the cannabis industry through better technology.

Job Overview

We are seeking a Software Support Analyst to deliver top-notch support to our customers. You'll diagnose and troubleshoot software issues, assist customers with application setup, and provide ongoing technical support. In this role, you will report to the Customer Support Manager and handle inbound customer inquiries, documentation, process improvements, and additional Client Services projects. You’ll engage with customers via email, chat, and video, helping them with issues related to our web and mobile applications. For more advanced problems, you’ll step in with phone support or create easy-to-understand written guides and technical manuals.

Key Responsibilities

  • Research, troubleshoot, and resolve system issues effectively and timely.
  • Ask targeted questions to quickly diagnose customer issues.
  • Ticket ownership from issue identification to resolution.
  • Escalate unresolved issues to the right internal teams following standard operation procedures.
  • Application testing to ensure issue resolution.
  • Write and maintain technical documentation.
  • Utilize internal resources and external tools to offer tech solutions.
  • Manage and prioritize multiple open cases at once. Multi-tasking is a must.
  • Build strong client relationships by resolving client issues and translating feedback into application improvements.
  • Meet with the clients, when necessary, via online meetings to resolve issues and create action items.

Required Skills

  • Degree in Information Technology or equivalent technical experience.
  • 2+ years of experience in tech support or IT help desk roles.
  • Familiarity with Jira Service Desk and Google Workspace.
  • Ability to diagnose, troubleshoot, and resolve software and hardware issues effectively.
  • Strong written and verbal communication skills.
  • Must be able to work in the US East Coast time zone.

Nice to Have

  • Knowledge of METRC and BioTrack compliance systems in the cannabis industry.
  • Knowledge of APIs, Postman, Grafana, and SQL.

Salary and Benefits

Salary: $55,000 to $65,000 USD per year

Benefits include health, dental, and vision insurance, SIMPLE IRA matching, and uncapped PTO.

Location and Work Requirements

This role is a hybrid remote/team collaboration located in Chattanooga, TN.

How to Apply

Please apply here: https://forms.gle/BE31xTQPCduUKc2C9