Customer Support Specialist

In 2016, we founded Provi as an innovative ordering solution, aimed to disrupt the 240-billion dollar alcohol industry with a product that would move beyond the constant chaos: the texts, paper stacks, missed phone calls and lost communication that has dominated the purchasing workflow between buyers and distributors for decades.

Today, Provi is better than ever. We’ve created a best-in-class ordering solution that better connects beverage alcohol professionals across 35 states and growing, with more than 750,000 product listings that make up the most expansive and trusted database of U.S. distributor portfolios.

If selected for a position in either Chicago or Austin*, you'll enjoy a hybrid work arrangement, allowing you to spend two days a week working from our office. Additionally, we provide an accommodation process for those who may require full remote work. *Hybrid positions are only applicable to employees within a 35-mile radius of Provi offices

What you’ll be doing

• Answer and triage incoming Support tickets, aiming for a team median Time to Resolution under 24 hours and First Response Time under 1 hour
• Escalate urgent requests or technical issues for quick resolution
• Assist new users on Provi by completing their account setup and responding to their questions with an eye for customer satisfaction
• Maintain a detail-oriented approach through user data update projects and ticket resolution
• Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
• Collaborate cross-functionally with Product, National Accounts, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings, etc.
• Create self-service internal and user documentation to enhance training resources

What you bring to the role

• An empathetic, detail-oriented approach to customer service
• A deep interest in technology and problem solving, as well as a respect for the food & beverage industryStellar communication skills, with the ability to identify what’s being asked and clearly explain the answer to staff and clients, even under pressure
• A team player, able to manage repetitive tasks alongside more demanding troubleshooting issues and stretch projects
• An avid learner, always seeking new information and considering how to lift up teammates as your understanding grows
• Preference for individuals who can support users in Spanish