# Technical Services Specialist

**Company:** [Bevi](https://hotfix.jobs/companies/bevi)
**Location:** Boston, MA, Dallas, TX
**Role:** Support Engineering
**Salary:** $56k – $69k/yr
**Skills:** Hardware Troubleshooting, Software Troubleshooting, Zendesk, Salesforce, NetSuite, CRM, Ticket Management, Rma Management
**Posted:** 2026-08-27

> Provides phone and email technical support for connected beverage machines, guiding customers through troubleshooting, maintenance, warranties, and service scheduling. The role requires strong customer communication, independent judgment, multitasking, and the ability to learn hardware and software systems.

## Job Description

## Responsibilities
- Troubleshoot Bevi machines, including non-routine failures without documented guidance, via phone and email.
- Provide guidance on installations, preventative maintenance, warranties, contract questions, and system usage.
- Assess troubleshooting processes and recommend continuous improvements that enhance the customer experience.
- Support inbound sales inquiries and route qualified leads to the appropriate internal team.
- Communicate opportunity areas, ticket trends, and process feedback to internal stakeholders and engineering teams.
- Initiate RMAs for parts processed by Quality Engineers.
- Schedule proactive and reactive service calls across the country.
- Identify customer opportunities such as flavor changes, maintenance improvements, service enhancements, new products, and competitive offerings.
- Manage calls, emails, tickets, escalations, and internal stakeholder collaboration with urgency and thoroughness.

## Requirements
- Ability to work a consistent schedule of 11:00 a.m.–7:00 p.m. CT / 12:00 p.m.–8:00 p.m. ET.
- Ability to learn and understand hardware and software systems for effective troubleshooting.
- Strong independent judgment and decision-making skills.
- Ability to multitask across calls, emails, tickets, team support, escalations, and process-improvement work.
- Exceptional verbal customer-support skills and strong written communication.
- Strong ticket-management and throughput focus.
- Positive attitude and willingness to exceed customer expectations.

## Nice to Have
- Experience with CRM or ticketing systems such as Zendesk, Salesforce, or NetSuite.

## Compensation and Benefits
- Annual salary range: **$55,505–$68,565 USD**.
- Stock options for all employees.
- Full-time benefits include medical, dental, and vision insurance; 401(k) match; flexible PTO; paid holidays and sick leave; paid parental leave; employer-paid disability and life insurance; wellness and fitness reimbursements; and cell phone and commuting stipends.

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**Apply:** https://hotfix.jobs/jobs/89789b09-13b2-421a-9e68-4ce55fd888f2
**Canonical:** https://hotfix.jobs/jobs/89789b09-13b2-421a-9e68-4ce55fd888f2