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Title

Support Technician III 

Location Orchestra Software  
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Exempt  
About the Organization Orchestra Software is an award-winning, fast-growing technology company empowering beverage manufacturers to grow and improve their business. Orchestra Software's Customer First focus supports their use cases and meets them with state-of-the-art Cloud-based technologies. We've created industry-specific, all-in-one business management software now used by hundreds of craft breweries, distilleries and other craft beverage manufacturers around the world. Collaboration between engineers, designers, consultants and beverage manufacturers has helped us achieve velocity as a company, and velocity provides the fun, collaborative work environment in which our employees flourish. At Orchestra, we don't just make software, we help growing industries run better. Phew!

So, what else? We LOVE our customers, we LOVE our people, and we LOVE beer. We DON'T love ego, have zero patience for it. So if you REALLY think you're all that and don't need to grow, need not apply.

 
Description

Equal parts wizard, action hero, and a friendly neighbor, the Support Technician Tier 3 works directly with internal & external Customers to help them effectively run Orchestrated business management software by answering their burning questions/needs. As a senior member within the team, the Tier 3 Support Technician must be willing and able to troubleshoot complex problems, engage with fellow team members on escalated tickets and work directly with our largest customers, all while meeting ticket SLAs. This role involves handling escalated tickets, hosting internal training sessions, and continuously improving team operations. The role of a Support Technician Tier 3 requires diligence in problem-solving to adapt to a variety of knowledge levels.

Key Responsibilities

  • Handles high-escalation tickets, drawing on technical expertise with SAP B1, SQL, HANA and a deep knowledge of accounting principles.
  • Main point of contact for larger Customer base, via chat, phone or ticket.
  • Daily monitoring of support ticket queue and prioritization based on business impact & urgency
  • It's a startup life, which means sometimes putting in extra time to move fast and get our customers what they need
  • Contributing to help center document creation, ensuring content is up to date with any changes in the software and internal processes that needs to be documented.
  • Compiling SOPs for the team as the need arises
  • Tackles complex ticket escalations with vigor and works with Customer towards a prompt resolution
  • Passion to work alongside the team to achieve common goals and improve customer experience
  • Part of on-call rotation for after-hours calls
  • Works closely with IT department to assist and communicate with technical errors on behalf of the Customer
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
 
Position Requirements
  • 3+ years’ experience in Customer Service
  • 5+ years software Support Technician experience or similar experience
  • Expert-level understanding of ERP systems (SAP B1 SQL & SAP B1 HANA preferred)
  • Excellence in articulating yourself clearly in writing and over the phone/face to face
  • Ability to recognize patterns, perfect processes and make day to day work better/easier
  • Experience with data analysis, Excel, SQL, and Crystal Reports – we don’t insist on a PhD, we do need near-magical creative abilities to understand the questions that come in on these
  • Experience with Zendesk or other ticketing software
  • Embraces challenges & communicates promptly
  • A possibility-thinker, with grit, determination and a dash of giving a damn
  • Ability to move fast and pivot when needed, while seeing the possibilities in every situation
  • The ability to communicate technical concepts to non-technical users
 
EOE Statement Orchestra Software is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, veteran status, genetic information, or any other protected status.  

This position is currently accepting applications.

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