Bevi
IoT-enabled beverage technology
TechnicalServicesSpecialist
“Technical Services Specialist at Bevi. Skills: Troubleshooting, Customer support, Process improvement. 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”
What You'll Achieve.
Ensure our machines are running at peak performance; Deliver upon our brand promise on customer service
Industry & Context.
Expert troubleshooter; Coach; Diagnostician; Troubleshoot effectively; Solve problems for our customers
Schedule proactive and reactive service calls around the country
What They're Looking For.
Must Have
Ability to maintain a consistent schedule, 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, writing skills, and a focus on thorough ticket management and throughput, Move with urgency to solve problems for our customers
Nice to Have
Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus
What You'll 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
How You'll Work.
Team & Collaboration
Working with internal stakeholders to provide feedback to help drive process improvements; Working with internal stakeholders to drive process improvements; Escalating feedback for internal stakeholders
Communication Scope
Exceptional verbal support skills on the phone; Writing skills
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