Technical Support Specialist

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Charlotte, NC
 — 
Full Time

Ekos 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, metrics will be provided along with regularly scheduled performance reviews. This full-time, permanent position reports to the Director of Customer Experience.  

What you'd be doing:

  • Work with our case management system, Zendesk, keeping track of support tickets and following through to completion in a timely manner
  • Troubleshoot and test customer issues over the phone, email, and through remote assistance software
  • Explain technical concepts to non-technical users with empathy, clear communication methods, and patience
  • Approach customer’s needs proactively with the goal of maintaining the highest customer satisfaction rating
  • Drive continuous product improvement and efficiency by recommending process enhancements and additional features
  • Work with other departments as needed to find solutions to customer concern or complaints, including but not limited to Product and Customer Success
  • Perform and assist with quality assurance activities as needed
  • Convert struggling customers into Ekos superusers through superior customer care, including handling escalated customer calls
  • Understand and work daily with relational databases and SQL stored procedures
  • Diagnose defects within the software and suggest fixes
  • Research and identify causes of reported defects and issues while setting proper expectations for the customer

What we'd like to see:

Qualifications

  • 2+ years experience in a technical role with direct customer/client contact
  • Experience troubleshooting proprietary software
  • Excellent listening, writing, speaking, and explanation skills
  • Enjoy solving complex problems and looking for alternate solutions
  • 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 professional and personal organizational skills
  • Ability to pivot focus and work quickly and efficiently
  • Ability to multi-task, prioritize, and manage time effectively
  • Basic proficiency with MS Office applications
  • Ability to work a flexible schedule, with advanced notice

Preferred Qualifications

  • BS/BA in Engineering, Computer Science or equivalent education/experience preferred
  • 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

Bonus

  • Experience with financial systems and Generally Accepted Accounting Principals (GAAP)
  • Experience working with small businesses in the craft beverage/product industry
  • 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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