Job Summary
We are seeking a highly skilled and experienced Senior Technical Advisor to join our team at Workwarp, a leading provider of innovative solutions for the beverage industry. As a remote consultant, you will play a critical role in maximizing customer uptime and reducing service costs by providing efficient technical direction and resolution for fountain dispensers, vending machines, and coolers. If you have a passion for troubleshooting complex technical issues and delivering exceptional customer support, we encourage you to apply for this exciting opportunity.
About Workwarp and the Beverage Industry
Workwarp is a renowned company that partners with iconic brands like Coca-Cola to deliver cutting-edge solutions for the beverage industry. Our portfolio represents over 250 products, including some of the most popular brands in the world, such as Simply, Fairlife, and Topo Chico. We work with a diverse group of customers, ranging from retail and grocery store outlets to theme parks, movie theaters, and restaurants. Our company culture is built on a growth mindset, continuous learning, and a commitment to refreshing the world and making a difference.
Key Responsibilities
- Troubleshoot equipment issues: Use technical drawings, schematics, and diagnostic tools to resolve complex technical issues with fountain dispensers, vending machines, and coolers via telephone and video calls.
- Provide technical support: Offer expert technical guidance to customers, field service technicians, and internal teams to minimize downtime and reduce service expenses.
- Document customer support issues: Accurately document all customer support interactions in our CRM system (Thirsty) and maintain detailed records of cases, work orders, and other written or computer-based documents.
- Assist in technical documentation development: Contribute to the creation and maintenance of technical documentation, training materials, and other resources to support customer success.
- Collaborate with technicians: Assist other technicians in the repair and maintenance of equipment, and perform preventive maintenance and repairs on beverage dispensing equipment and ancillaries.
- Research and resolve issues: Utilize information systems, such as Thirsty, Genesys, and Freestyle support systems, to research and resolve technical issues for customers, business partners, and internal associates.
Requirements and Qualifications
Essential Qualifications
- High school diploma or GED equivalent: A high school diploma or equivalent is required for this role.
- 5+ years of experience in customer service or technical support: A minimum of 5 years of experience in a customer-facing or technical support role is necessary for success in this position.
- Technical skills:
- Knowledge of Customer Communications software systems requiring "basic" to "advanced" computer skills with capabilities to navigate multiple systems.
- Understanding of basic heating and refrigeration principles, including existing technologies and their applications.
- Knowledge of basic electricity (e.g., amperage, voltage, current) and ability to detect, assess, and safeguard against potential electrical problems.
Preferred Qualifications
- Experience with Freestyle platforms: Experience working with Freestyle platforms and National Food Service customers (e.g., McDonald's, Burger King) is highly desirable.
- Bilingual Spanish-speaking associates: Bilingual associates who speak Spanish are encouraged to apply, given the diverse business needs.
Skills and Competencies
- Computer literacy: Proficiency in using computer systems, software, and applications.
- Customer service: Excellent customer service and communication skills.
- Detail-oriented: High attention to detail and ability to accurately document customer support interactions.
- Equipment installations: Knowledge of equipment installation requirements and principles.
- HVAC systems: Understanding of heating, ventilation, and air conditioning systems.
- Oral communications: Effective communication and interpersonal skills.
- Refrigeration systems: Knowledge of refrigeration systems and principles.
- Technical support: Experience providing technical support and troubleshooting complex technical issues.
- Troubleshooting: Strong analytical and problem-solving skills.
What We Offer
Compensation and Benefits
- Competitive salary: A competitive salary ranging from $79,300 to $96,000, depending on experience and geography.
- Comprehensive benefits package: A full range of medical, financial, and other benefits, starting on day one of employment.
Career Growth and Learning Opportunities
- Growth mindset: We foster a culture of continuous learning and growth, encouraging employees to develop new skills and expertise.
- Inclusive culture: We strive to create an inclusive and diverse work environment that values different perspectives and experiences.
Work Environment and Culture
- Remote work: This is a remote position, requiring a high-speed internet connection and an isolated work environment.
- Self-motivated and self-driven: We are looking for individuals who are self-motivated, self-driven, and able to work independently in a virtual environment.
How to Apply
If you are a motivated and experienced technical professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert application link]. We look forward to hearing from you!
Equal Opportunity Employer
Workwarp is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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