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Join Bevi, a leading company in sustainable beverage solutions, and play a critical role in enhancing customer experience as a Technical Services Specialist
Overview
Salary
No salary declared 😔
Location
Boston United States
Expires
Expires at anytime
Organisation Summary
Bevi is a rapidly growing company, with a revolutionary mission to reinvent the beverage supply chain by replacing single-use water bottles with smart water machines. Our environmentally responsible, IoT-enabled machines are used by thousands of companies to provide their employees with fresh, sparkling, and flavored water. As a market leader, we have raised over $160M in venture capital and our product line continues to expand.
Role Summary
- Troubleshooting and diagnosing issues with Bevi machines and improving existing processes
- Providing guidance on installations, preventative maintenance and answering warranty questions to improve customer experience
- Supporting upsell and inbound inquiries, converting them into Sales leads
- Communicating opportunities for process improvements and ticket trends to the company
- Answering calls and emails, and helping with contract questions and system usage analysis
- Scheduling proactive and reactive service calls
Role Requirements
- Able to learn and understand hardware and software systems for effective troubleshooting
- Independent judgment and decision making skills
- Exceptional verbal and written communication skills, with a focus on providing an exceptional customer experience
- Ability to multitask - answering calls and emails, completing tickets, and providing feedback for process improvements
- A knowledge of CRM and ticketing systems, and a degree is preferred
- Positive attitude and a sense of urgency in solving customer problems
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 have grown tremendously each year since launch. In addition to maintaining 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 willing to work 12pm - 8pm EST 2 days per week.
What you will do
- 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
Requirements
- 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
- College degree preferred
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 12 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, weekly catered lunch, and (of course) unlimited Bevi ... plus composting and terracycling, too
- Happy hours, team-building events, bagel breakfasts, Hero awards - and more!
