Technical Support Representative - Hardware

Bevi is on a mission to disrupt the beverage supply chain and replace single-use water bottles with smart water machines. Thousands of companies use Bevi to sustainably provide their employees with pure, sparkling, and flavored water at work. As the market leader in IoT-enabled beverage machines, we’ve raised over $160M in venture capital and we’re growing year over year. In addition to maintaining hypergrowth with our current product line, Bevi is heavily investing in new product development.

Technical Support Representatives at Bevi field inbound calls, e-mails, and chat inquiries from our customers and partners. Tech Support Reps use existing resources (documents, videos, etc) and tools (ERP, ticketing system, etc) to answer and resolve questions on all matters related to Bevi. If needed, they escalate them to advanced resources within Bevi for resolution and work cooperatively to drive an issue to close. As Technical Support Reps develop in their role, they field advanced issues and inquiries, and in all cases ensure that they are fully documented and coded correctly for engineering. In this metric-driven role Tech Support Reps are responsible for ensuring that all stakeholders receive a timely, efficient, and effective interaction with Bevi, and that as much data about the issues they resolve are documented and coded effectively to drive a problem to root cause.

Responsibilities include:

• Proactively reach out via outbound calls and emails to solve problems
• Ensure that all inbound inquiries are fully and clearly coded, sorted, and documented in support tickets
• Answer all Tier 1 questions using existing documentation and SOPs
• Escalate Tier 2 issues to Technical Support team members where necessary
• Provide prompt, regular, and ongoing feedback to customers, partners, and team members throughout the resolution process
• Ensure that final solutions are communicated to stakeholders, confirm that they understand the solution, and close out issues
• Maintain support ticketing documentation throughout the resolution process to close
• Provide feedback on ongoing and repeated issues that may require technical review and/or documentation, and also provide feedback on improvements to existing support documentation

Location - Boston, MA

Requirements

• Associates or Bachelor’s Degree, trade certification, or equivalent experience
• At least one year of experience in an office-based support role supporting both field and office-based teams
• Experience diagnosing and repairing mechanical, electrical, and/or cloud-based software systems
• Experience with ticketing systems such as Zendesk
• A friendly, can-do, and solution-focused attitude
• Excellent oral communication skills and a positive phone demeanor
• Demonstrated ability to document technical issues in a clear, succinct, and comprehensive manner
• Experience in a rapidly growing and/or startup environment is a plus

Benefits

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) with company match, and environmentally responsible investment options
• Flexible PTO plus 9 company holidays, and additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
• 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 and (of course) unlimited Bevi ... plus composting and terracycling, too
• Happy hours, pancake breakfasts, Hero awards - and more!
• Join a team that shares our Bevi Core Values:
  • Put Customers First
  • Be Great to Work with
  • Raise the Bar Together
  • Act Like You Own the Business
  • Be Curious and Ask Why
  • Champion Sustainability