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Technical Support Specialist

2 months ago

Charlotte, United States Ekos Full time

**Technical Support Specialist**

at Ekos Software, Inc. Charlotte, North Carolina, United States Ekos is a fast-growing tech company that makes industry-leading software solutions for breweries, wineries, and cideries. We are on a mission to digitize the craft supply chain and build solutions that will help craft beverage businesses grow. We're looking for talented individuals who are energized by our mission and want to be a part of our next growth stage. Ekos employees put customers first, strive to be better than yesterday, and follow through on their commitments. But most of all, they craft a balanced life and enjoy personal and professional fulfillment.

As a Technical Support Specialist reporting to the Manager of Technical Support, you will assist our growing customer base with technical problems when using Ekos products. The Technical Support Specialist is expected to participate in user support functions via phone, email and video conference in 30-days or less, earn high post-interaction customer satisfaction ratings, and ensure that customers are set-up to optimally use the product to achieve their business goals.

**What Youll Do**

* **First Week:** You will participate in a new hire onboarding class where you will learn from department team leads, dive into the basics of craft production processes, and seek to understand the mission and vision of Ekos as a company. You will shadow customer calls and ticket troubleshooting sessions held by fellow technical support team members in real-time and review recorded training sessions. You will familiarize yourself with the tools and resources that the Customer Implementation Specialist will use on a day to day basis (GSuite, Zendesk, Jira, SQL Server Management Studio, Confluence, etc.

* **First Month:** You will build out your custom demo site with a visual representation of a customers floor plan and production process, graduating to assisting the Technical Implementation Coordinator in creating live customer sites. You will become familiar with the relational database structure and troubleshoot/resolve user access issues. You will learn the setup of a Live customers site and troubleshoot/assist in resolving Tier 1 issues and take your first Technical Support Queue inbound phone call. Full participation in Weekly team meetings is expected.

* **First Six Months:** You will become the first point of contact for Customer Phone Support and user submitted inquiries and Tier 1 issues, via Zendesk automated ticketing system in a very fast-paced, demanding environment. Expect approximately 10-20 Inbound calls per day and resolving up to 25 user submitted tickets per day. You will identify and report product deficiencies and serve as a customer advocate and liaison between internal departments to provide customer feedback and drive solutions to customer issues/needs/concerns.

**Youre Someone We Want to Talk To If...**

+ You have experience in a customer facing role, including a customer service representative, sales floor associate, or retail associate, within a fast moving environment OR have developed exceptional technical problem solving skills through relevant coursework or degree.(e.g., computer science, math)

+ You possess exceptional troubleshooting skills as demonstrated by technical certifications or an ability to describe how to: identify issues, understand interests, evaluate possible solutions, select a solution or option, document the outcomes, and monitor and evaluate the results

+ You take pride in your strong written and verbal communication skills

+ You excel at providing exceptional customer service as demonstrated by leading with compassion, showing a commitment to a timely resolution, and applying a problem-solving mindset

+ You have knowledge or has experience experience working with any of the following: HTML, CSS, JavaScript, XML, SQL, SQL Server Management Studio

+ You consider empathy a core personal value and character strength

+ You enjoy working with people and communicating difficult concepts and resolutions to less than tech-savvy individuals

+ You have any level of experience with software management (e.g., worked at a SaaS company, responsible for IT and technology training at a school, etc.) or otherwise demonstrated proficiency learning new and constantly changing technologies

+ You apply a data-driven approach to problem-solving and utilize accessible resources to deliver timely solutions to complex problems

+ You have any level of experience collaborating in a cross-team environment to achieve goals internally and empower craft producers to achieve their business goals

+ You have level of experience meeting a sales, call, or activity target (e.g., fundraising, working in sales or quota-based recruiting, etc.) a wide range of experiences can fit here as long as the person has a willingness and understanding of what it means to need to hit quantitative targets

+ You have an aptitude for learning a new industry combined with an interest in helping small businesses achieve their goals

Ekos Software, Inc. is an Equal Employment Opportunity employer.

Applicants must be authorized to work for any employer in the United States. Ekos is unable to sponsor or take over sponsorship of employment visas at this time.

**About Ekos** Founded in 2014 and headquartered in Charlotte, N.C., Ekos is the leading business management technology platform powering and empowering craft beverage businesses. With more than 15,000 users on six continents, Ekos helps beer, wine and cider makers drive efficiencies, power growth, streamline communication and improve visibility across their businesses. As a digital hub for all critical business information, Ekos makes it easy to manage day-to-day operations in inventory, production, sales and accounting. Ekos was named to the Inc. 5000 list in 2021 and is backed by Catalyst Investors and Noro-Moseley Partners. To learn more, visit .

**Voluntary Self-Identification**

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Ekos Software, Inc.s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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