Customer Support Specialist

Next Glass powers the alcoholic beverage industry through innovative software & technology, world-class experiences, and unparalleled content that reflects our unique and enthusiastic community. Next Glass is the worldwide leader in bevtech, offering a suite of software, services and experiences to SMBs, enterprise partners, breweries and consumers. Through the Next Glass family of brands, including Untappd, Oznr, Hop Culture, BeerAdvocate, and Ollie, Next Glass maintains the worlds largest community of beer enthusiasts and delivers unmatched value to our partners and customers through this engaged audience across the globe.


Were looking for a Customer Support Specialist to join the Customer Support Team at Untappd! The primary responsibility of this role is to provide support for our over 7 million registered users on our Untappd consumer product. The Customer Support Specialist will demonstrate product knowledge, educate, engage, and empower Untappd users who have technical questions and feature suggestions. We want a self-starter who will go above and beyond to ensure happy Untappd users and will bring a dynamic, positive personality to our team.

Responsibilities

  • Develop deep understanding of Untappd products to thoroughly educate users
  • Provide Untappd users with technical solutions while providing positive customer relations
  • Respond to user inquiries to provide insight and support primarily via email
  • Track and analyze user feedback, behavior, requests, and pain points to share back with Customer Support Team in order to enhance the user experience
  • Analyze and report product bugs and issues by testing and impersonating user accounts to diagnose and find solutions

Requirements

  • Strong written communication skills and attention to detail
  • Excellent problem-solving abilities
  • Time management and superb organizational skills
  • Proven ability to manage multiple priorities at a time, while maintaining sharp attention to detail and composure under pressure

Bonus

  • Video editing and graphic creation experience
  • Ability to fluently speak a second language
  • Experience in a metric-driven environment
  • Familiar with Zendesk, Freshdesk or similar support platforms a plus
  • Zendesk certification

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