Technical Services Specialist

Bevi is on a mission to transform how beverages are delivered and consumed, and they are seeking a full time Technical Services Specialist to join their Technical Services Team. In this role, you will troubleshoot and provide support for Bevi machines, ensuring optimal performance and a great customer experience.

Responsibilities

• Assess existing troubleshooting processes, particularly those impacting the customer experience, and provide improvement recommendations on a continuous basis
• Routinely troubleshoot processes related to Bevi machines, including the support of non-routine failures without documented guidance
• Provide guidance on installations and preventative maintenance to improve the customer experience
• Lead troubleshooting efforts for machines via phone and email (training will be provided)
• Support upsell and inbound inquiries that turn into Sales leads by answering questions, providing information, and routing these to the appropriate internal team
• Close the loop by communicating opportunity areas back to the company via process improvements and ticket trends for our engineering teams
• Help partners with contract questions and overall system usage analysis
• Initiate RMAs for parts that will be processed by our Quality Engineers
• Be the voice of the customer to deliver upon our brand promise on customer service
• Answer warranty questions and provide guidance on next steps
• Schedule proactive and reactive service calls around the country
• Identify areas of opportunity for our customers. Some examples may include
• Flavor changes
• Proper maintenance tips to prevent future issues
• Better service processes
• New product additions
• Competitive presence

Skills

• Ability to maintain a consistent schedule of 11am-7pm CT / 12pm - 8pm ET
• Ability to learn and understand hardware and software systems in order to troubleshoot effectively
• Proficiency in utilizing independent judgment and decision making to provide improvement recommendations to stakeholders, and to provide troubleshooting steps for Bevi's customers
• Ability to multitask - answering calls, working on incoming emails, completing tickets, helping your team answer questions, and escalating feedback for internal stakeholders, and working with internal stakeholders to drive process improvements
• Ensure Bevi's customers receive industry defining technical support
• Great attitude and willingness to go above and beyond for an exceptional customer experience
• Exceptional verbal support skills on the phone, strong writing skills, and a focus on thorough ticket management and throughput
• Move with urgency to solve problems for our customers
• Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus

Benefits

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match
• Flexible PTO plus 12 company holidays, and additional paid days for sick leave, etc
• Generous fully paid parental leave for both birth parents and non-birth parents
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks, weekly catered lunch, and (of course) unlimited Bevi ... plus composting and terra-cycling, too
• Happy hours, team-building events, bagel breakfasts, Values awards - and more.

Company Overview

Company H1B Sponsorship