Job Post

Technical Support Specialist, Hardware (Contract)

Bevi
The Schrafft Center, 529 Main St.
Boston, MA 02129

Primary Responsibilities and Essential Functions:

  • Provides remote technical support to Partners in all regions to machine installations, preventative maintenance and troubleshooting problems related to any Bevi units in the field.
  • Drives to help achieve performance measurements (KPIs) for partner service and helps the organization meet related targets.
  • Fields all inbound email and phone support requests and triages to appropriate Bevi service teams.
  • Keeps a detailed service log of all Bevi support tickets in order to chronicle the top Bevi field issues.
  • Regularly monitors Bevi Dashboard to ensure each partner is properly servicing their Bevi units.
  • Responsible for other actions or deliverables as assigned by the manager or Bevi management.


Competencies:

  • Embodies the Bevi spirit and works at all times to delight our customers.
  • Takes the job seriously, but knows how to have fun and always brings a positive attitude to work.
  • Able to think quickly and respond to critical situations in a thoughtful but urgent manner.
  • Capable of understanding and troubleshooting complex technical problems over the phone and other remote technologies, offering solutions to Bevi Partners and customers.
  • Has empathetic listening skills and is able to use root-cause analysis tools to help colleagues, customers, or partners troubleshoot and find solutions on pressing issues.
  • Able to effectively document and communicate technical problems to Bevi management and engineering teams.
  • Hands-on and has a bias towards action when considering how to complete a task or goal.

Requirements

Requirements (Technical & Physical):

  • 1-3 years of experience in customer service, field service, operations or related field.
  • Technical degree or vocational certification preferred.
  • Prior experience in technical support at a tech startup or hardware company preferred.
  • Has strong phone contact skills.
  • Has an above average knowledge of mechanical, electrical, and software systems in order to understand customer needs from a technical perspective.
  • Above average experience with Google docs and Microsoft Excel. Prior experience with Zendesk or other helpdesk programs a plus.

Benefits

  • The opportunity to tangibly impact the environment every day by replacing bottled & canned beverages with Bevi.
  • Company pays 95% of medical, dental, and vision insurance at 95%
  • 15 days PTO and 9 company holidays
  • Open workspace in Charlestown (5-minute walk from the orange line T) with visiting furry friends, great snacks, and, of course, unlimited beverages.
Category: Customer Success
Full-time

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