Customer Support Specialist


Jul 10, 2019

Website :


Location :


Job Type :

Full Time

Company Description :

vinSUITE is a leader in computer software for the wine industry, specializing in eCommerce, POS, and Wine Club.

Job Description :

Currently we are seeking a dedicated professional Customer Support Analyst to join our team on a full time basis based in Napa, CA. The successful candidate will be an integral part of the Support Team in a high growth organization and will be responsible for participating in the day-to-day processes of the team, being the first point of contact with our customers.
The position is ideal for those who are self-motivated and reliable. Who possess a positive and helpful attitude, who can work well under pressure and multi-task. We offer a flexible schedule, excellent career growth opportunities. If you are looking to a challenging position in customer support, with ample career growth opportunities, than this is the position for you!

  • Provide software 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
  • 3+ years’ experience working within a customer support position
  • Experience support ticketing system, experience Zendesk would be an asset
  • Strong verbal and written communication skills
  • Highly organized to handle large number of simultaneous activities in a fast paced environment, yet flexible enough to respond quickly to critical issues
  • Strong attention to detail
  • Exceptional troubleshooting and problem solving skills with the ability to multi-task
  • Ability to work effectively and professionally with all levels of a customer’s organization
  • Experience in installing / configuring software
  • The position will require occasional weekend shifts and possible on-call duties during off hours as required
  • Experience with eWinery Solutions, Napa Valley POS, vinSuite, WineWeb, and/or WineWare
  • Wine industry knowledge / tasting room processes / Retail experience / wine club processing
  • Experience with Microsoft Dynamics Retail Management System POS – RMS
  • Experience with Microsoft SQL / TSQL scripts
Our Culture
“It’s all about customer service.”        

Is This You?

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"Equal Opportunity Employer”