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Support Analyst

United States - Remote

From maker to market, Encompass is revolutionizing how technology supports the modern beverage industry–from winemaking with our vintrace solution to beverage production and distribution with our Encompass solutions, we are unlocking new levels of growth and efficiency for our customers across the entire three-tier beverage supply chain.  Join our team of technology & beverage professionals as we drive innovation and modernization in one of the world’s oldest, and most passionate industries.

Summary 

Encompass is seeking a thoughtful professional to communicate directly with Customers via phone, email and our online task system. Support analysts provide guidance on best practices for the usage of our products. Our team members analyze, debug, and resolve simple to elaborate user issues. Great analysts are passionate about finding answers and excel at Customer communication, documenting issue status, reproduction steps and progress. Our team of analysts also participates in the onboarding of new Customers and may travel to Customer sites as needed to deliver on-site training. Our Support analysts can advocate for product enhancements and fixes on behalf of their Customers.

Key Responsibilities

  • Assist our Customers on the Encompass platform, including (but not limited to) troubleshooting escalated technical issues in real time and providing best practices via phone, email and chat
  • Identify and communicate trending Customer/product issues to internal teams
  • Advance UI/UX improvements and new functionality by surfacing client feedback to Product, Engineering with a focus on potential solutions
  • Work closely and collaboratively with the full Support team to share learnings from experience to grow internal knowledge
  • Inform Customers about new features and functionalities to drive utilization and retention
  • Gather Customer feedback and share with our Product, Sales and Marketing teams in order to create continuous improvement on how we build and communicate about our offering
  • Maintain a focus on efficiency by meeting or exceeding KPI targets including Quality Assurance stats (QA), Customer Satisfaction (CSAT), and productivity (e.g., tasks solved per day)
  • Assist in training junior Support Analysts

Preferred Qualifications and Skills

  • Customer-facing experience, including excellent written and verbal communication skills
  • Experience in supporting a software product (Preferred)
  • Ability to proactively prioritize tasks
  • The desire to think creatively about, dissect, and grasp complicated and abstract ideas, working with a solutions-oriented mindset to resolve issues
  • Demonstrates a “can-do” attitude, and are highly motivated
  • Have experience using Windows, iOS, Internet Browsers, Android, and iOS platforms
  • Demonstrates the ability to work on a team and separately, delivering high quality work on time

Education and Experience

  • Bachelor’s Degree in Computer Information Systems or equivalent professional experience

Additional Details

This role will receive a competitive salary + bonus + benefits. The salary for US-based employees located in the below markets may expect offers in the ranges for this role.

US annual base:  $45,000 - $60,000 

A variety of factors are considered when determining someone’s compensation, including a candidate’s professional background, experience, and location. Final offer amounts may vary from the amounts listed above based on these considerations.

Location:  We are a hybrid organization and are open to remote work.  Our corporate office is located in Fort Collins, CO. 

Our Values 

Our values shape the way we work together and serve our customers.  They provide insight into our goals of disrupting the industry, figuring out better solutions, and doing so as part of a fast-paced, cohesive, fun-loving, and supportive team. 

  • Do the Right Thing 
  • Win Together
  • Iterate & Learn
  • Own It
  • Be You

BeYou@Encompass

At Encompass, we aim for all of our employees to feel engaged, valued, and free to be who they are at work. We celebrate multiple approaches and points of view. We are committed to growing and empowering a diverse and inclusive community and believe that a team that works together with diverse lived experiences will strengthen our organization.  

We are 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. 

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