SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 55,505 - 68,565 / annual
Bevi is a venture-backed IoT beverage technology company on a mission to eliminate single-use bottles and cans. The company has raised over $160M, 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, diagnostician, and coach for Bevi machines, ensuring they run at peak performance. You will use independent judgment to solve complex technical issues, provide guidance on installations and preventative maintenance, and drive continuous process improvements based on customer feedback and ticket trends.
Key responsibilities include:
- Troubleshoot Bevi machines via phone and email, including non-routine failures without documented guidance
- Assess existing troubleshooting processes and provide improvement recommendations
- Provide guidance on installations and preventative maintenance
- Support upsell and inbound inquiries by answering questions and routing leads to Sales
- Communicate opportunity areas back to engineering teams via process improvements and ticket trend analysis
- Help 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 (flavor changes, maintenance tips, new products, competitive presence)
- Be the voice of the customer in delivering exceptional service
You must maintain a consistent schedule of 11am–7pm CT / 12pm–8pm ET.
Requirements:
- Ability to maintain the required schedule (11am–7pm CT / 12pm–8pm ET)
- 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: answer calls, manage emails, complete tickets, help teammates, escalate feedback, and drive process improvements
- Exceptional verbal communication skills on the phone and strong writing skills
- Focus on thorough ticket management and throughput
- 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
