Technical Support Specialist

Orion Wine Software

Oct 17, 2018

Website :

Location :

Santa Rosa, CA

Job Type :

Full Time

Company Description :

Orion Wine Software is a leading provider of winery management software. Orion's solutions power winemaking, sales, and tasting rooms throughout the world. With a long tradition of innovation, Orion is currently evolving our applications into the cloud, building on top of the Salesforce platform to create the first true cloud-based winery ERP.
Owned by Constellation Software, Inc., Orion is a dynamic and growing company where an individual's contributions can have a significant impact.

Job Description :

The Technical Support Specialist position is a full-time position located in our Santa Rosa office. This person will work as part of our Support team to provide implementation and ongoing remote support services for our proprietary software applications. Job responsibilities will include new installations and upgrades of our software on existing Windows servers, ongoing troubleshooting and internal testing, and basic troubleshooting of the network environments and hardware it is installed on. The selected candidate will also be responsible for assisting with after-hours installations and will be part of the weekend on-call rotation for our Technical Support team. Additional responsibilities may include working directly with our Development team in resolving escalated issues, assisting the product managers in the creation of ongoing support documents, and working with Sales to perform demonstrations.
This position reports to the Senior Product Manager.

  • Provide phone, email and in-person support of Orion's production and sales focused applications
  • Perform client installations and upgrades
  • Troubleshoot data within database tools such as MS SQL
  • Manage remote connections using WebEx and other tools
  • Participation in team brainstorming and problem solving/design sessions.
  • Perform product demos to customers and prospects as requested by the Sales and/or Account Relationship Management team (ARM)
  • Be available for weekend and after-hours support on a rotating basis
  • Document support issues and resolutions within case resolution system
  • Undertakes ad-hoc assignments as required to react quickly and positively to new or emergent situations with positive energy levels and tolerance of tight deadlines, time pressures, and ambiguity
  • Perform quality control on new features and enhancements as needed
  • Coordinate weekly support team meeting and compile current metrics

  • Experience with Microsoft .NET framework, IIS, SQL, VB6 and Windows
  • Excellent teamwork skills
  • Excellent written and verbal communication skills
  • Must be able to multi-task in a fast-paced environment and set priorities within time constraints
  • Courteous and professional phone manner, demeanor, and attitude are essential.
  • Must be organized, able to learn quickly, and work independently as well as coordinate efforts with other team members on universal customer issues. Attention to detail is a must
  • Excellent verbal and written communication and interpersonal skills are required
  • Must be willing to be on Weekend on-call support on a rotating basis
  • Occasional travel may be required for onsite installations
This is a full-time position located in the Santa Rosa, CA. We offer a flexible schedule, excellent growth opportunities, benefit package, and great working conditions. Salary is commensurate with experience.

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