Technical Support & Community Specialist

Technical Support & Community Specialist Athena Ag Inc - 1.0 Jacksonville Beach, FL Job Details Full-time $27 - $30 an hour 3 days ago Qualifications Growing experience Spanish Community engagement YouTube Associate's degree in communications Bachelor's degree in communications Phone communication Bachelor's degree in business English Mid-level High school diploma or GED Social media platforms Zendesk Task prioritization Customer support ticket management Data entry Communications Customer support Facebook Agriculture Technical troubleshooting support Business Associate's degree Instagram 2 years Communication skills Time management

Full Job Description Job Overview:

We are seeking a Technical Support & Community Specialist to serve as the frontline voice of Athena — handling technical support inquiries, managing our social media channels, and building genuine relationships within the Athena grower community. This role is equal parts customer support, social media management, and community engagement. The ideal candidate has hands-on cultivation experience and understands the grower mindset from the inside.

Responsibilities:

Technical Support Answer inbound product support inquiries via phone, email, text, and direct messages across Gmail, Instagram, Facebook, YouTube, and other social platforms Manage and resolve technical support tickets through Zendesk — maintain detailed records of interactions, issues, and resolutions Provide daily support to growers by diagnosing problems and quickly forming solutions Communicate clearly and effectively with customers and team members to ensure issues are resolved promptly Talk customers through step-by-step troubleshooting sequences Follow up with customers to confirm resolution and satisfaction Manage multiple open cases simultaneously with strong prioritization Provide timely and accurate customer feedback through Zendesk metrics Gather potential new customer details via social platforms and distribute leads to the appropriate Facility Advisor using the lead form Develop in-depth knowledge of all Athena products, lines, and programs to make informed recommendations Social Media & Community Management Manage Athena's social media channels — Instagram, Facebook, YouTube, and emerging platforms — as the day-to-day community voice Monitor and respond to DMs and comments across all social channels in a timely, on-brand manner Manage and moderate the Athena Growers Hub community (growershub.athenaag.com) — engage with posts, answer questions, and foster peer-to-peer connection Actively scout trending content, viral grow posts, and community-generated content — surface high-performing examples to the Marketing team for reposting or inspiration Identify growers tagging Athena or using Athena products across social platforms — flag standout accounts to Marketing for potential collaboration Engage authentically in the community: comment, celebrate wins, support growers through challenges, and represent the Athena brand voice Engage authentically in other online forum landscapes, e.g. Reddit, GrowDiaries Skills and Abilities Excellent verbal and written communication skills Outstanding customer service and community engagement skills Strong time management, attention to detail, and ability to prioritize across multiple tasks Analytical and problem-solving mindset — able to diagnose grow issues and translate solutions clearly Comfortable working across social platforms (Instagram, Facebook, YouTube) and community tools Bilingual (English/Spanish) is a strong plus Education and Experience High school diploma or equivalent required; Associate or bachelor's degree in Business, Communications, Agriculture, or related field preferred At least 2 years of relevant work experience in customer support, community management, or a related role Hands-on cultivation experience strongly preferred — cannabis, hydroponic, or commercial growing background is a significant advantage Familiarity with Athena products and the nutrient program is a plus Strong data entry skills with high accuracy Physical Requirements Prolonged periods sitting at a desk and working on a computer Ability to perform physical tasks including sitting, standing, stooping, stretching, walking, bending, twisting, reaching, and repetitive motions Must be able to lift to 25 lbs. Athena Ag, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.