Technical Services Specialist

Bevi is on a mission to transform how beverages are delivered and consumed, and they are seeking a full time Technical Services Specialist to join their Technical Services Team. In this role, you will troubleshoot and provide support for Bevi machines, ensuring optimal performance and a great customer experience. Responsibilities Assess existing troubleshooting processes, particularly those impacting the customer experience, and provide improvement recommendations on a continuous basis Routinely troubleshoot processes related to Bevi machines, including the support of non-routine failures without documented guidance Provide guidance on installations and preventative maintenance to improve the customer experience Lead troubleshooting efforts for machines via phone and email (training will be provided) Support upsell and inbound inquiries that turn into Sales leads by answering questions, providing information, and routing these to the appropriate internal team Close the loop by communicating opportunity areas back to the company via process improvements and ticket trends for our engineering teams Help partners with contract questions and overall system usage analysis Initiate RMAs for parts that will be processed by our Quality Engineers Be the voice of the customer to deliver upon our brand promise on customer service Answer warranty questions and provide guidance on next steps Schedule proactive and reactive service calls around the country Identify areas of opportunity for our customers. Some examples may include Flavor changes Proper maintenance tips to prevent future issues Better service processes New product additions Competitive presence Skills Ability to maintain a consistent schedule of 11am-7pm CT / 12pm - 8pm ET Ability to learn and understand hardware and software systems in order to troubleshoot effectively Proficiency in utilizing independent judgment and decision making to provide improvement recommendations to stakeholders, and to provide troubleshooting steps for Bevi's customers Ability to multitask - answering calls, working on incoming emails, completing tickets, helping your team answer questions, and escalating feedback for internal stakeholders, and working with internal stakeholders to drive process improvements Ensure Bevi's customers receive industry defining technical support Great attitude and willingness to go above and beyond for an exceptional customer experience Exceptional verbal support skills on the phone, strong writing skills, and a focus on thorough ticket management and throughput Move with urgency to solve problems for our customers Knowledge of CRM/ticketing systems like Zendesk, Salesforce and Netsuite a plus Benefits Comprehensive medical, dental and vision insurance plans with BlueCross BlueShield, 95% paid by employer 401(k) with company match Flexible PTO plus 12 company holidays, and additional paid days for sick leave, etc Generous fully paid parental leave for both birth parents and non-birth parents Fully employer paid disability and life insurances Wellness and fitness reimbursements Monthly stipends for cell phone use and commuting costs Onsite snacks, weekly catered lunch, and (of course) unlimited Bevi ... plus composting and terra-cycling, too Happy hours, team-building events, bagel breakfasts, Values awards - and more. Company Overview Bevi develops a smart water dispenser that customizes flavored and sparkling beverages on demand. It was founded in 2013, and is headquartered in Boston, Massachusetts, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship Bevi has a track record of offering H1B sponsorships, with 1 in 2026, 1 in 2025, 3 in 2024. Please note that this does not guarantee sponsorship for this specific role.