Technical Support Specialist

Provi•Austin, TX

37d•$64,000 - $75,000

About The Position

Provi is innovating the 240-billion dollar alcohol industryâdo you want to be part of something game-changing? We were a hungry team in 2016 when we started and weâre still a hungry team, living our valuesâHost, Serve, Deliver and Celebrateâevery day. We make sure that as the company grows, our people grow too and weâd love to have you on board. Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. But guess what? No one ever meets 100% of the qualifications. Trust your experience and apply! Who We Are: At Provi, weâre on a mission to simplify the beverage alcohol industry through a modern, digital marketplace that connects suppliers, distributors, and retailersâall in one platform. Our technology empowers the three-tier system, streamlines operations, and helps businesses grow faster. Weâre proud to be transforming an entire industryâand weâre just getting started. What You'll Be Doing; Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations Escalate and collaborate on complex issues with Engineering teams when necessary Efficiently address tickets related to our clientsâ essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders Independently prioritize issues based on defined criteria Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour Escalate and collaborate on complex issues with Engineering for quick resolution when necessary Document customer interactions and resolutions accurately in our support ticketing system Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc. Contribute to self-service internal and user documentation to enhance training resources What We're Looking For; Past technical support experience at a SaaS companyExperience with CRM software and technical tools such as Salesforce, Jira, Confluence Ability to triage and troubleshoot issues independently and efficiently Excellent organizational skills, verbal and written communication skills, and acute attention to detail An analytical mind and a passion for problem-solving An aptitude for explaining technical concepts to non-technical stakeholders Experience in the hospitality and/or alcohol beverage space is a plus. $64,000 - $75,000 a year In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skillset, experience, and/or performance. Base pay is just one component of the Companyâs total compensation package for employees. Other rewards may include short- and long-term incentives and program-specific awards. In addition, the Company provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a retirement savings plan, parental leave, paid holidays, and flexible paid time off (PTO). What you can do at Provi: Make an impact: Work directly with the management team to help grow the business. Find your groove and grow: Provi keeps growing and you should too. Expand your skill set, diversify your experience and develop along with us. Enjoy competitive benefits: Health, Dental, Vision, 401K with match, Commuter Perks, Long/Short Term Disability, Employee Assistance Program, Unlimited PTO and Â½ day Fridays in the Summer. Be a part of something big: Join a dynamic and innovative team that is working to change a major industry. Provi is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Requirements

Past technical support experience at a SaaS companyExperience with CRM software and technical tools such as Salesforce, Jira, Confluence
Ability to triage and troubleshoot issues independently and efficiently
Excellent organizational skills, verbal and written communication skills, and acute attention to detail
An analytical mind and a passion for problem-solving
An aptitude for explaining technical concepts to non-technical stakeholders

Nice To Haves

Experience in the hospitality and/or alcohol beverage space is a plus.

Responsibilities

Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations
Escalate and collaborate on complex issues with Engineering teams when necessary
Efficiently address tickets related to our clientsâ essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders
Independently prioritize issues based on defined criteria
Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour
Escalate and collaborate on complex issues with Engineering for quick resolution when necessary
Document customer interactions and resolutions accurately in our support ticketing system
Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc.
Contribute to self-service internal and user documentation to enhance training resources