Product Support Analyst, vintrace

Summary 

We are seeking a Product Support professional to join the vintrace support team at Encompass, specifically serving our customers in the wine industry.  Our Product Support Analysts respond to customer product inquiries via phone, email or our online task system.  Support Analysts play a vital role by resolving customer concerns raised during operation, maintenance, product application or compatibility matters.  Strong interpersonal skills and technical product knowledge are critical to responding to daily customer-centric activities. 

The challenges our analysts troubleshoot can range from simple to complex problems as they recommend corrective action and guidance on best practices for usage.  Support Analysts act as customer advocates for product enhancements and fixes while documenting recurring technical issues to assist in product quality programs and product development.  If you enjoy problem solving and putting the pieces of a puzzle together to enable customers to utilize software better, then this could be the job for you!

Key Responsibilities

• Respond to customer queries in a timely and accurate way, via phone or email
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure technical issues are resolved
• Gather customer feedback and share with Product, Sales and Marketing team

Preferred Qualifications and Skills

• Experience with customer service ticketing systems (e.g. Zendesk)
• Winemaking industry knowledge is strongly preferred
• Prior experience with vintrace or WMDB software strongly preferred
• Experience in SaaS within a Customer Support role
• Takes initiative and thrives in an environment of multi-tasking
• Demonstrates a “can-do” attitude, and is highly motivated
• Possesses strong critical thinking and problem-solving skills
• Demonstrates the ability to work on a team or independently, delivering high quality work on schedule
• Is passionate about learning new technologies and skills to stay current in a constantly evolving product
• Exhibits strong interpersonal customer service skills
• Collaborates cross-functionally throughout the organization
• Facilitation of webinars and meetings
• Multi-system navigation
• Multilingual in Spanish, Italian or French is preferred

Education and Experience

• 1-3 years customer support experience and/or product software
• Bachelor’s degree (or 2 years experience)

Additional Details

This role will receive a competitive salary + bonus + benefits. The salary for US-based employees located in the below markets may expect offers in the ranges for this role.

US annual base:  $50,000 - $60,000 

A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.

Travel:   There could be possible travel for support user groups, occasional training, local trade shows, and team building.  Travel would be minimal; maybe one trip per year.

Location:  We are a hybrid organization and are open to remote work.  Our corporate office is located in Fort Collins, CO.