Technical Support Specialist
Granbury Wine Solutions, is the leading provider of technology for the wine industry. We are looking for an experienced Technical Support Specialist to assist our customers.
What we need from you. . .
- Provide software technical support and escalation assistance by responding to customer's telephone and email inquiries in a timely, friendly and professional manner
- Take ownership and create action plans that drive resolution of customer issues, with a focus on driving customer communication of issue status, where standard troubleshooting processes fail to isolate or fix problems in non-functioning systems or applications
- Report design, reliability and maintenance problems to the Technology team and work closely to resolve service issues including clarifying the customer's complaints, defining the issue and expediting correction & follow up
- Use your analytical skills in order to understand and debug customer issues as well as develop creative and innovative solutions to problems as they arise. You will be able to articulate opinions on customer's problems and be able to debug related issues.
- Assist with testing and quality assurance of new software releases and enhancements
What you need:
- Strong verbal and written communication skills via phone and email and superior customer service abilities
- Be highly organized to handle large number of simultaneous activities in a fast paced environment, yet flexible enough to respond quickly to critical issues
- Must be detail orientated, have exceptional troubleshooting and problem solving skills and be able to multi-task
- Ability to work effectively and professionally with all levels of a customer's organization
- Capacity to learn new skills and processes quickly and efficiently
Nice to have:
- eWinery Solutions experience a great plus
- Experience with Zendesk or other support ticketing system
- Experience in installing / configuring software
- Experience with Microsoft Dynamics Retail Management System POS - RMS
- Wine industry knowledge / tasting room processes / Retail experience / wine club processing
eWinery Solutions, a Granbury Solutions company, is the leading provider of technology for the wine industry. eWinery Solutions, based in Napa, CA, is an innovative provider of e-commerce, wine club, and point-of-sale solutions and is known for providing feature rich, flexible technology and excellent service to many leading wineries nationwide.
Fri, 7 Apr 2017 08:56:37 PDT