Product Support Analyst - Remote

Overview

We are seeking a Product Support professional to join the vintrace support team at Encompass, specifically serving our customers in the wine industry. Our Product Support Analysts respond to customer product inquiries via phone, email or our online task system. Support Analysts play a vital role by resolving customer concerns raised during operation, maintenance, product application or compatibility matters.

In Short

• Respond to customer queries in a timely and accurate way, via phone or email
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions
• Update internal databases with technical issues
• Share feature requests and effective workarounds
• Inform customers about new features
• Follow up with customers to ensure technical issues are resolved
• Gather customer feedback for internal teams

Requirements

• Experience with customer service ticketing systems (e.g. Zendesk)
• Winemaking industry knowledge is strongly preferred
• Prior experience with vintrace or WMDB software strongly preferred
• Experience in SaaS within a Customer Support role
• Strong critical thinking and problem-solving skills
• Ability to work on a team or independently
• Passionate about learning new technologies
• Multilingual in Spanish, Italian or French is preferred

Benefits

• Competitive salary + bonus + benefits
• Opportunity to work in a hybrid environment
• Minimal travel for support user groups and training
• Supportive team culture
• Diversity and inclusion commitment