Technical Support Specialist

Provi•Austin, TX

7d•$64,000 - $75,000

About The Position

Provi is innovating the 240-billion dollar alcohol industry—do you want to be part of something game-changing? We were a hungry team in 2016 when we started and we’re still a hungry team, living our values—Host, Serve, Deliver and Celebrate—every day. We make sure that as the company grows, our people grow too and we’d 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 , we’re on a mission to simplify the beverage alcohol industry through a modern, digital marketplace that connects suppliers, distributors, and retailers—all in one platform. Our technology empowers the three-tier system, streamlines operations, and helps businesses grow faster. We’re proud to be transforming an entire industry—and we’re 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 clients’ 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

Requirements

Past technical support experience at a SaaS company
Experience 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 clients’ 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