Remote Customer Support Specialist

Summary

Join Provi as a Support Specialist and enjoy a hybrid work arrangement, working from the office two days a week or full remote work if needed. You'll be responsible for answering and triaging incoming support tickets, assisting new users, and collaborating with cross-functional teams.

Requirements

• An empathetic, detail-oriented approach to customer service
• A deep interest in technology and problem solving, as well as a respect for the food & beverage industry
• Stellar communication skills, with the ability to identify what’s being asked and clearly explain the answer to staff and clients, even under pressure
• A team player, able to manage repetitive tasks alongside more demanding troubleshooting issues and stretch projects
• An avid learner, always seeking new information and considering how to lift up teammates as your understanding grows

Responsibilities

• Answer and triage incoming Support tickets
• Escalate urgent requests or technical issues for quick resolution
• Assist new users on Provi by completing their account setup and responding to their questions with an eye for customer satisfaction
• Maintain a detail-oriented approach through user data update projects and ticket resolution
• Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
• Collaborate cross-functionally with Product, National Accounts, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings, etc
• Create self-service internal and user documentation to enhance training resources

Benefits

• Health insurance coverage
• Life and disability insurance
• A retirement savings plan
• Paid holidays
• Paid time off (PTO)