Vintrace Support Analyst

6 days ago

Collingwood, Australia Encompass Technologies Full time

**COLLINGWOOD, VIC AUSTRALIA**

Our vision is to help global wine producers save time and make amazing wine. We’re a global team of wine & tech professionals and are as passionate about our industry as our customers. Join a great team with lots of scope to learn and grow your career.

**Key Responsibilities**:

- Identify customer needs and help customers use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer complaints and reach out to provide assistance
- Share feature requests and effective workarounds with team members
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams

**Preferred Qualifications and Skills**:

- Take initiative and thrive in an environment of multi-tasking
- Demonstrate a “can-do” attitude, and are highly motivated
- Possess strong critical thinking, problem-solving, and customer service skills
- Excellent written and verbal communication skills
- Have experience using Google Sheets or Excel, as well as Zendesk or similar ticketing system
- Demonstrates the ability to work on a team or independently, delivering high quality work on schedule
- Is passionate about learning new technologies and skills and can stay current in a constantly evolving product
- Experience using vintrace software is preferred
- Multilingual in Spanish, Italian or French is desirable

**Education and Experience**:

- 1-3 years professional experience supporting a software product
- Professional experience in the wine industry preferred
- Bachelor's degree preferred, or related relevant experience

**Additional Details**:

- If you don’t meet all of the requirements listed here, we still encourage you to apply. No job description is perfect, and we might find an even more suitable opportunity that matches your skills and experience._

**Location**: We are a hybrid work environment with our headquarters located in Collingwood, Victoria.

**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

At vintrace, 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 experience, 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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