Technical Support Representative - Tier One and Two

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 full-time Tier 1 and 2 Technical Support Representatives to join our best-in-class Customer Support Team. In this role, you will serve both our Direct and Partner customers via phone and email helping to ensure our machines are running at 100% performance 24/7. In this role you will be the expert troubleshooter, coach and diagnostician for all things technical and business with regard to our Bevi machines.

What you will do:

• Lead troubleshooting efforts for machines (training will be provided) via phone and email
• Provide guidance on installations and preventative maintenance
• Help schedule planned and unplanned service calls in and around the country
• Train and support partners on equipment maintenance and troubleshooting
• Place RMAs for parts our Partners need in the field
• Answer warranty questions and provide guidance on next steps
• Support upsell and inbound inquiries that turn into leads for Sales by answering questions and routing these to the appropriate team
• Help with simple contract questions, and overall system usage analysis
• Identify areas of opportunities (i.e. flavor changes, new product additions, better service processes, competitive presence, etc.) as it relates to customer service. Communicate opportunity areas back to the company via process improvements and ticket trends for our engineering teams
• Be the voice of the customer to deliver upon our brand promise on customer service
• Location in our Boston office is preferred, but remote location in other US states will be considered

Requirements

• 1 to 3 years of prior service experience, preferably in beverage, refrigeration, plumbing, electronic, or other technical field
• Great attitude and willingness to go above and beyond for an exceptional customer experience
• Ability to multitask - answering between 10 - 15 calls per day while working email requests in between.
• A dependable, honest, and proactive work ethic, and willingness to adhere to company policies and practices
• Solutions, not problems. If you can’t solve a problem, ask for help or suggest an alternative!
• Minimum high school, GED, or technical school certification
• Customer service skills including but not limited to positive phone etiquette, good grammar and general ticket management
• Possess a sense of urgency to solve problems for our customers
• Knowledge of ticketing systems like Zendesk, Salesforce and Netsuite a plus

Benefits

• Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer
• 401(k) and environmentally responsible investment options
• Fully employer paid disability and life insurances
• Wellness and fitness reimbursements
• 15 days vacation and 9 paid holidays, plus additional paid days for sick leave, etc (including sustainability or social justice volunteer events)
• Paid parental leave for both primary and secondary caregivers
• Monthly stipends for cell phone use and commuting costs
• Onsite snacks and Bevis... and 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