Technical Support Specialist, Provi
$64-75k
Online marketplace for alcoholic beverages
Open for applications
Online marketplace for alcoholic beverages
201-500 employees
Open for applications
$64-75k
201-500 employees
Company mission
To better connect each tier of the alcohol beverage industry.
Role
Who you are
- 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
What the job involves
- 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
Our take
70% of Americans drink Alcohol. It’s one of the largest markets in the world, and Provi sets out to conquer it with its centralized platform for alcohol retailers.
Its a simple concept - save bars and restaurants hours of work sending paper or phone invoices to multiple suppliers (most use between 8 and 20 different suppliers) by collating the service of those suppliers all in one place. For such a straightforward idea, its remarkable that Provi is so unique, but it has managed to corner a market.
With 10% of all American retailers that serve alcohol signing on as customers in Provi’s first five years, it’s set to blow up soon, and has been identified as an ‘Emerging Unicorn’ by Crunchbase. With no direct competitors, Provi is leading the charge in upending a market desperately in need of digitization.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-8% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2021
$75m
SERIES C
Feb 2021
$25m
SERIES B
Total funding: $124.9m
Company benefits
- Health, Dental, Vision
- 401K with match
- Commuter Perks
- Long/Short Term Disability Employee Assistance Program
- Unlimited PTO and ½ day Fridays in the Summer
- We are remote first but have a great office in downtown Chicago for employees to use
Company HQ
350 N La Salle St, 3000, Chicago, Illinois 60654, US
Leadership
Taylor Katzman
(CEO & Founder)Previously Business Development Manager at both Meltwater Reach and Emnos, as well as Midwest Regional Manager at Drizly.
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