Technical Services Specialist at Bevi in Boston

Summary: Bevi is a company focused on transforming beverage consumption through their connected beverage platform. They are seeking a Technical Services Specialist to troubleshoot and provide exceptional support for Bevi machines, ensuring they operate at peak performance while enhancing the 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 Required Qualifications: - 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 Preferred Qualifications: - Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus Required Skills: Troubleshooting hardware and software systems, CRM systems - Zendesk, CRM systems - Salesforce, CRM systems - Netsuite, Ticket management, Exceptional verbal support skills 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.