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Salary: USD 55,505 - 68,565 / annual
Bevi is transforming beverage delivery and consumption through IoT-enabled connected beverage machines that eliminate single-use bottles and cans. The company has raised over $160M in venture capital, serves thousands of customers across the US, Canada, UK, and Ireland, and has saved over 1 billion bottles from waste.
You will join Bevi's Technical Services Team as a Technical Services Specialist, serving both Direct and Partner customers via phone and email. In this role, you will act as an expert troubleshooter, coach, and diagnostician for Bevi machines, ensuring they run at peak performance. You will use independent judgment to diagnose issues, provide customer guidance, and drive continuous process improvements.
Key responsibilities include:
- Troubleshoot Bevi machines and support non-routine failures without documented guidance
- Lead troubleshooting efforts via phone and email (training provided)
- Provide guidance on installations and preventative maintenance
- Support upsell and inbound inquiries by answering questions and routing leads to Sales
- Communicate opportunity areas and ticket trends back to engineering teams for process improvements
- Assist partners with contract questions and system usage analysis
- Initiate RMAs for parts to be processed by Quality Engineers
- Answer warranty questions and schedule proactive and reactive service calls nationwide
- Identify customer opportunities including flavor changes, maintenance tips, service process improvements, new product additions, and competitive positioning
- Assess existing troubleshooting processes and provide improvement recommendations
This is a full-time hybrid role based in Boston with a required consistent schedule of 12pm–8pm ET / 11am–7pm CT.
Requirements:
- Ability to maintain consistent schedule of 12pm–8pm ET / 11am–7pm CT
- Ability to learn and understand hardware and software systems to troubleshoot effectively
- Proficiency in independent judgment and decision-making to provide improvement recommendations and troubleshooting steps
- Ability to multitask: answering calls, managing emails, completing tickets, helping teammates, escalating feedback, and driving process improvements
- Exceptional verbal communication skills on the phone and strong writing skills
- Focus on thorough ticket management and throughput
- Ability to move with urgency to solve customer problems
- Great attitude and willingness to go above and beyond for exceptional customer experience
- Knowledge of CRM/ticketing systems (Zendesk, Salesforce, Netsuite) is a plus
