Technical Support Specialist

_

Charlotte, NC
 — 
Full Time

Ekos_brewmaster is seeking a Technical Support Specialist to join our team to help us support our growing client base. The ideal candidate will possess a positive, energetic attitude, with a self-starter approach to work. They must be highly motivated with demonstrated passion for everything technology and an ability to thrive in a fast-paced and dynamic work environment. Finally, this person should be detail-orientated, well-organized and able to manage multiple tasks simultaneously. In order to help ensure all aspects of this multifaceted position are performed as expected, measurable metrics will be provided along with regularly scheduled performance reviews. The Technical Support Specialist reports directly to the CEO.

What you'd be doing:

Customer Service

  • Troubleshooting and testing customer issues over the phone, email and through remote assistance software
  • Work with our case management system, keeping track of support tickets and following through to completion
  • Work with other departments as needed to find solutions to customer concern or complaints
  • Create knowledge base articles as requested
  • Perform and assist with quality assurance activities as needed
  • Participate in customer support activities as needed
  • Approach customer’s needs proactively with the goal of maintaining highest customer service rating

Technology Maintenance

  • ‍Drive continuous improvement and efficiency through recommending process enhancements and additional features
  • Identify, document, and research cause of reported defects and issues
  • Diagnose defects within the software and suggest fixes
  • Participate in technology training activities as needed
  • Assist with additional projects as needed

What we'd like to see:

Qualifications

  • 2+ years experience in a technical role in direct contact with customers or clients
  • Experience troubleshooting proprietary software
  • Strong ability to work independently and with a team
  • Must be a team player focused on the success of your team as well as yourself
  • Superior organizational skills
  • Basic proficiency with MS Office applications
  • Experience with ticketing systems (i.e. Zendesk)
  • Availability to work a flexible schedule
  • Must be able to work from office located in Charlotte, NC
  • Possess a passion for craft beverages including but not limited to beer, cider, wine, spirits, soda, kombucha, cold brew coffee, etc.

Preferred Qualifications

  • BS/BA in Engineering, Computer Science, or equivalent education/experience
  • Knowledge and experience working with any of the following; HTML, CSS, SQL, JavaScript, XML, C#, .NET, MS SQL Server
  • Ability to create basic MS SQL queries
  • Experience with software as a service (SAAS) applications
  • Experience with other ERP solutions

Ekos Brewmaster is an Equal Employment Opportunity employer.

ekos_ is an Equal Employment Opportunity employer.

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