Full-Time Product Support Analyst

Product Support Analyst

From maker to market, Encompass is revolutionizing how technology supports the modern beverage industry. Join our team of technology & beverage professionals! We are seeking a Product Support professional to join the vintrace support team, serving wine industry customers. Our Product Support Analysts respond to customer inquiries via phone, email, or online.

Key Responsibilities

1. Respond to customer queries accurately and promptly
2. Identify customer needs and help them use specific features
3. Analyze and report product malfunctions
4. Update internal databases with technical issues and customer discussions
5. Share feature requests and workarounds
6. Inform customers about new features
7. Follow up with customers to resolve issues
8. Gather customer feedback and share with Product, Sales, and Marketing

Preferred Qualifications

• Experience with customer service ticketing systems (e.g., Zendesk)
• Winemaking industry knowledge
• Vintrace or WMDB software experience
• SaaS customer support experience
• Strong critical thinking and problem-solving
• Teamwork and independent work skills
• Passion for learning new technologies
• Strong interpersonal customer service skills

Education and Experience

• 1-3 years customer support experience
• Bachelor’s degree (or equivalent experience)

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