**Facility Support Specialist**
at Ascend Wellness Holdings Franklin, New Jersey, United States When it comes to customer service experience, our dispensaries will set a new standard of excellence, emphasizing health and wellness. As a team that is committed to our values, our people, and our communities; we are looking for people who are inspired by our vision and stay dedicated to our mission as we scale continuously.
**WHY AWH**
Our people are our greatest asset. Our teams are comprised of a group of skilled and passionate professionals and partners from a diverse range of fields. We believe in not only building a diverse team but creating a space where ALL feel welcome and training our leaders to not only be inclusive themselves but to inspire their teams to be the same. We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, gender identity, national origin, age or disability. We believe in providing competitive compensation, quality benefits and a work environment that fosters creativity, hard work and leverage every one of our employees' unique skills while giving them what it takes to advance those said skills and learn new ones. We sweat the details to ensure our teams are confident and excited to provide best in class service to our customers and communities we serve.
**JOB SUMMARY**
The Facility Support Specialist (Franklin, NJ) is the first point of contact between end users and the AWH IT Department. This position is responsible for working to either resolve technology problems and restore service as quickly as possible or alerting and / or escalating issues to the appropriate AWH Information Technology team.
**PRIMARY RESPONSIBILITES**
* Responds to technical problems from end users via phone, email or in person
* Provides technical support to all facility team members. Analyzes symptoms of technical problems and research solutions
* Collaborates with 3rd party vendors as necessary to resolve technical issues and manages escalation
* Provides follow up to confirm call closure and to facilitate feedback on support
* Effectively communicates policies and procedures
* Actively monitors support ticket queues and works with the team to ensure team member requests for support are responded to within service level
* Provides solutions to reduce technical issues generating high call volume
* Increases capabilities of the Information Technology team by documenting symptoms, causes, and solutions to technical problems in the knowledge base
* Analyzes support trends and forward recommendations to direct supervisor
* Stays current with, understands, and adheres to all company processes, job expectations and processes specific to technical support
* Provides some reporting and administration duties to aid in analyzing Help Desk performance. (Example: frequent caller process, closed call reviews, etc.)
* Writes and reviews knowledge base content
* Assists in the orientation, training, and coaching of new and existing employees as needed
* Records feature requests, performance issues, and suspected bugs to Supervisor as needed
* Returns all team member calls promptly
* Consistently strives to increase customer satisfaction with field team members
* Consistently strives to improve efficiencies and lower costs in the IT department
* Attends team discussions and conference calls with team members on specific technical concerns and requests
* Participates in feedback sessions with Information Technology members on call evaluations
* Manages the readiness, inventory and configuration of the facility technical hardware and software
* Proactively recommends changed to current training material and processes as identified
* Understands and executes the companys installation and training policies, and best practices
* Shows initiative to continue to improve user satisfaction by managing workload responsibly, including utilizing resources to meet or exceed deadlines and team member expectations
* Displays professionalism in all aspects of performance including applying common sense to process and procedures when written direction allows for flexibility and/or creativity
**JOB REQUIREMENTS**
* Technical diploma (preferred) in a related field from a recognized institution or equivalent experience
* At least 1 year of experience in a first level technical support position
* Knowledge cannabis cultivation facilities preferred
* A+ and Net+ certification preferred
* Excellent and interpersonal and customer service skills
* Strong troubleshooting, analyzing and problem-solving skills
* Ability to learn new technology and applications
* Solid written and verbal communication skills
* Strong time management skills
* Ability to communicate in English
* Mature and self-motivated professional able to handle a fast-paced environment with the ability to change schedule and juggle multiple projects when necessary
* Strong multitasking and project management skills
* Excellent follow through and organizational skills
* At Ascend, we care about the safety of our patients, customers, Ascenders and vendors. Therefore, AWH requires that all employees be fully vaccinated against the COVID-19 virus. If you are offered and accept a position, you will be required to prove your vaccination status prior to when your employment begins. Individuals with religious or medical accommodations may request an exemption .
