Technical Support Specialist


Jul 19, 2018

Website :

Location :

Napa, CA

Job Type :

Full Time

Company Description :

Granbury Solutions is a leader in computer software for the pizza, coffee and quick serve restaurant segments. We offer a wide array of products, including multiple POS solutions, online ordering and marketing services.

Job Description :

This is a full-time customer service position based in Napa, CA that requires a self-motivated, reliable individual that is great at multi-tasking and has a positive, helpful attitude, and is able to work well under pressure. The position will require occasional weekend shifts and possible on-call duties during off hours as required. This is an important position as you are often the first point of contact with our customers. 

  • Provide software technical support and escalation assistance by responding to customer’s telephone and email inquiries in a timely, friendly and professional manner
  • Take ownership and create action plans that drive resolution of customer issues, with a focus on driving customer communication of issue status, where standard troubleshooting processes fail to isolate or fix problems in non-functioning systems or applications.
  • Report design, reliability and maintenance problems to the Technology team and work closely to resolve service issues including clarifying the customer’s complaints, defining the issue and expediting correction & follow up
  • Use your analytical skills in order to understand and debug customer issues as well as develop creative and innovative solutions to problems as they arise. You will be able to articulate opinions on customer’s problems and be able to debug related issues
  • Assist with testing and quality assurance of new software releases and enhancements
  • Strong verbal and written communication skills via phone and email and superior customer service abilities
  • Be highly organized to handle large number of simultaneous activities in a fast paced environment, yet flexible enough to respond quickly to critical issues
  • Must be detail orientated, have exceptional troubleshooting and problem solving skills and be able to multi-task
  • Ability to work effectively and professionally with all levels of a customer’s organization Capacity to learn new skills and processes quickly and efficiently 
  • eWinery Solutions, Napa Valley POS, vinSuite, WineWeb, and/or WineWare experience a great plus
  • Experience with Zendesk or other support ticketing system
  • Experience in installing / configuring software
  • Experience with Microsoft SQL / TSQL scripts
  • Experience with Microsoft Dynamics Retail Management System POS - RMS
  • Wine industry knowledge / tasting room processes / Retail experience / wine club processing
Our Culture
“It’s all about customer service.”        

Is This You?

To apply for this position, submit your resume to Human Resources at:
Please indicate job title in the subject heading of your email
“An Equal Opportunity Employer”