Technical Support Specialist at Provi – Austin, Texas

Technical Support Specialist

Provi is innovating the 240-billion dollar alcohol industrydo you want to be part of something game-changing? We were a hungry team in 2016 when we started and were still a hungry team, living our valuesHost, Serve, Deliver and Celebrateevery day. We make sure that as the company grows, our people grow too and wed love to have you on board.
Frequently cited statistics show that women and underrepresented groups apply to jobs only if they meet 100% of the qualifications. But guess what? No one ever meets 100% of the qualifications. Trust your experience and apply!
Who We Are: At Provi, were on a mission to simplify the beverage alcohol industry through a modern, digital marketplace that connects suppliers, distributors, and retailersall in one platform. Our technology empowers the three-tier system, streamlines operations, and helps businesses grow faster. Were proud to be transforming an entire industryand were just getting started.What You'll Be Doing;

• Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations
• Escalate and collaborate on complex issues with Engineering teams when necessary
• Efficiently address tickets related to our clients essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders
• Independently prioritize issues based on defined criteria
• Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour
• Escalate and collaborate on complex issues with Engineering for quick resolution when necessary
• Document customer interactions and resolutions accurately in our support ticketing system
• Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
• Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc.
• Contribute to self-service internal and user documentation to enhance training resources

What We're Looking For;

• Past technical support experience at a SaaS companyExperience with CRM software and technical tools such as Salesforce, Jira, Confluence
• Ability to triage and troubleshoot issues independently and efficiently
• Excellent organizational skills, verbal and written communication skills, and acute attention to detail
• An analytical mind and a passion for problem-solving
• An aptitude for explaining technical concepts to non-technical stakeholders
• Experience in the hospitality and/or alcohol beverage space is a plus.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles in locations where legally required. Actual salaries will vary based on several factors, including but not limited to external market data, internal equity, location, skillset, experience, and/or performance. Base pay is just one component of the Companys total compensation package for employees. Other rewards may include short- and long-term incentives and program-specific awards. In addition, the Company provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a retirement savings plan, parental leave, paid holidays, and flexible paid time off (PTO).What you can do at Provi:
Make an impact: Work directly with the management team to help grow the business.Find your groove and grow: Provi keeps growing and you should too. Expand your skill set, diversify your experience and develop along with us.Enjoy competitive benefits: Health, Dental, Vision, 401K with match, Commuter Perks, Long/Short Term Disability, Employee Assistance Program, Unlimited PTO and day Fridays in the Summer.Be a part of something big: Join a dynamic and innovative team that is working to change a major industry.
Provi is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

$64,000 - $75,000 a year