Technical Services Specialist
About The Position
Bevi is seeking a full-time Technical Services Specialist to join their Technical Services Team. In this role, you will act as an expert troubleshooter, coach, and diagnostician for Bevi machines, assisting both Direct and Partner customers via phone and email to ensure optimal machine performance. The position requires a passion for exceptional customer experience and a proactive approach to providing feedback for internal process improvements. The role also involves supporting sales leads and assisting partners with contract and system usage inquiries. A consistent work schedule of 11am-7pm CT / 12pm - 8pm ET is required.
Requirements
- Ability to maintain a consistent schedule of 11am-7pm CT / 12pm - 8pm ET.
- Ability to learn and understand hardware and software systems for effective troubleshooting.
- Proficiency in using independent judgment and decision-making skills to provide improvement recommendations and troubleshooting steps.
- Ability to multitask, including answering calls, managing emails, completing tickets, assisting team members, and escalating feedback.
- 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 communication skills on the phone.
- Strong writing skills.
- Focus on thorough ticket management and throughput.
- Urgency in solving customer problems.
Nice To Haves
- Knowledge of CRM/ticketing systems like Zendesk, Salesforce, and Netsuite.
Responsibilities
- Assess and recommend improvements to existing troubleshooting processes, especially those impacting customer experience.
- Troubleshoot Bevi machine processes, including handling non-routine failures without documented guidance.
- Provide guidance on installations and preventative maintenance to enhance customer experience.
- Lead troubleshooting efforts for machines via phone and email.
- Support upsell and inbound inquiries by answering questions, providing information, and routing leads to the appropriate internal team.
- Communicate opportunity areas back to the company through process improvements and ticket trends for engineering teams.
- Assist partners with contract questions and overall system usage analysis.
- Initiate RMAs for parts to be processed by Quality Engineers.
- Act as the voice of the customer to uphold the brand's promise of customer service.
- Answer warranty questions and guide customers on next steps.
- Schedule proactive and reactive service calls nationwide.
- Identify opportunities for customers, such as flavor changes, maintenance tips, service process improvements, new product additions, and competitive presence.
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.
- Generous fully paid parental leave for both birth 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 unlimited Bevi.
- Composting and terra-cycling.
- Happy hours, team-building events, bagel breakfasts, Values awards.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
