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Bilingual Customer Support Specialist
ProviUnited Statesfull_timeVerifiedPosted 31 May 2023
About the role
In 2016, we founded Provi as an innovative ordering solution, aimed to disrupt the 240-billion dollar alcohol industry with a product that would move beyond the constant chaos: the texts, paper stacks, missed phone calls and lost communication that has dominated the purchasing workflow between buyers and distributors for decades.
Today, Provi is better than ever. We’ve created a best-in-class ordering solution that better connects beverage alcohol professionals across 35 states and growing, with more than 750,000 product listings that make up the most expansive and trusted database of U.S. distributor portfolios.
Provi is looking to grow our Support team, which serves as the first point-of-contact for our end users across the platform. This team is responsible for essential projects and tasks such as efficiently diagnosing client issues from internal and external support requests, triaging those issues to appropriate cross-functional teams, and identifying and filling gaps in resources to empower users throughout their use of the product.
If you’re ready to put your troubleshooting and collaboration skills to work helping professionals in the beverage industry, this role is for you. You can be located anywhere in the U.S. and will report to our Senior Manager of Client Support.
Note: While training will occur during the standard workday, this role is required to work either extended weekday hours or weekends. Schedule will be established during Q3 2023.
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 ½ 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.
#BI-Remote
Today, Provi is better than ever. We’ve created a best-in-class ordering solution that better connects beverage alcohol professionals across 35 states and growing, with more than 750,000 product listings that make up the most expansive and trusted database of U.S. distributor portfolios.
Provi is looking to grow our Support team, which serves as the first point-of-contact for our end users across the platform. This team is responsible for essential projects and tasks such as efficiently diagnosing client issues from internal and external support requests, triaging those issues to appropriate cross-functional teams, and identifying and filling gaps in resources to empower users throughout their use of the product.
If you’re ready to put your troubleshooting and collaboration skills to work helping professionals in the beverage industry, this role is for you. You can be located anywhere in the U.S. and will report to our Senior Manager of Client Support.
Note: While training will occur during the standard workday, this role is required to work either extended weekday hours or weekends. Schedule will be established during Q3 2023.
What you'll be doing
- Answer and triage incoming Support tickets from all clients, aiming for an average Time to Resolution under 24 hours
- Collaborate with Support Leadership to recognize usage trends and opportunities for increased client satisfaction
- Assist cross-functional teams with projects like adding users, updating user data, and brainstorming feature enhancements
- Escalate urgent requests or technical issues for quick resolution
What we are looking for
- 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
- A flexible schedule that would allow for nights and/or weekend work
- Bilingual in English/Spanish
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 ½ 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.
#BI-Remote
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