Technical Services Specialist

Bevi•Boston, MA

About The Position

Bevi is on a mission to transform how beverages are delivered and consumed. Our connected beverage platform eliminates the need for single-use bottles and cans—making it easy, fun, and sustainable to stay hydrated. As the category leader in IoT-enabled beverage technology, we're building a future where Bevi machines are everywhere people live, work, and connect. We've raised over $160M in venture capital, serve thousands of customers across the US, Canada, UK and Ireland, and we've been rapidly growing year over year—saving over 1 billion bottles from waste. In addition to driving hypergrowth with our current product line, Bevi is heavily investing in new product development. We are seeking a full time Technical Services Specialist to join our best-in-class Technical Services Team. In this role, you will use your independent judgment as an expert troubleshooter, coach, and diagnostician with regard to Bevi machines. You will serve both our Direct and Partner customers via phone and email helping to ensure our machines are running at peak performance. You have a passion for providing customers with an exceptional experience, and you enjoy working with internal stakeholders to provide feedback to help drive process improvements. Must be able to maintain a consistent schedule of 11am-7pm CT / 12pm - 8pm ET Your Day to Day 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

Requirements

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

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

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.

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