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Support Technician I 

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.


Support Technicians are our resident Clark Kents. Learning, documenting, and reporting issues up the chain by day, but when a customer calls, they are the first to step into a phone booth and transform into Super support! Support Techs work directly with our customers to help them effectively run Orchestrated craft beverage management software. Support Techs work to resolve login issues, reporting discrepancies, new functionality requests, or a variety of technical issues they may encounter within the software. The role of a Technician requires diligence in problem-solving, the ability to easily grasp what the customer needs, and the ability to adapt to a variety of tools and knowledge levels.

Key Responsibilities

  • Monitor support ticket queue and triage based on business impact
  • The first line of defense for incoming customer phone calls and chats
  • Keep Support and Help Center documentation up-to-date with changes in the software and with internal processes
  • Interpret the ‘why' behind a customer request to provide specific and meaningful responses
  • Provide Tier 1 Support. Escalate tickets that require further attention to Level 2 or Support Team Lead
  • Utilize all available resources to resolve customer inquiries
  • Work as a team to achieve common goals and improve customer experience
  • Available for on-call rotations
  • Assist with transition of newly implemented customers. Provide transparency on what can be expected from the Support team.
  • Open to feedback and direction in order to learn and grow
  • Willing to put the needs of our customers to the forefront

Position Requirements
  • 2+ years experience in Customer Service
  • Previous ERP or accounting experience
  • Knowledge of SAP B1 a plus
  • Experience with Zendesk or a similar ticketing platform a plus
  • Advanced written and verbal communication skills
  • Ability to recognize patterns and perfect processes
  • Basic understanding of Microsoft SQL
  • Must be customer focused
  • Must be computer literate, seriously
  • Able to intuitively understand customer requests and their system proficiency
  • Be adaptive and able to handle various modes of communication (phone, chat, Zoom chat, email, tickets)
  • Flexibility with working hours based on business/customer need
EOE Statement Orchestra is committed to creating an inclusive environment and is proud to be 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 not accepting applications.

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