Job Description

Eversys was founded in 2009 by a team of engineers with significant experience in the development of cutting-edge espresso beverage solutions, conceived and delivered over the past 30 years.

The Mission of Eversys is to expand the concept of its e’ Barista system, promote leading edge in-cup experiences without constraints related to space, quality, productivity or consistency.

Being passionate about in-cup quality, Eversys has driven the boundaries of automated product delivery to the extreme. Eversys has dissected all of the key movements and functions associated to the making of authentic products and assimilated them into an intelligent electronic interface.
Eversys is inviting passionate and professional individuals to join our rapidly growing team based in New York City.

JOB TITLE: Technical Support Coordinator

The Role:
Eversys is looking for a full-time Support Coordinator to handle all incoming service requests via phone calls, emails and our ticketing system. This person will be on the front line with our clients and will be responsible for making and routing new requests and client calls to the appropriate engineers and ensuring that tasks are responded to in a timely fashion using a work order tracking software. The position will be fast paced and at times high-volume. This candidate will be expected to juggle everything with grace, spectacular people skills, and be able to understand the requests enough to spot trends.

DUTIES AND RESPONSIBILITIES:
• Act as the point of contact to the customer for all types of service requests
• Process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal and field technical resources in the Company dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with customers as required: keeping them informed of incident progress
• Improve customer service, perception, and satisfaction
• Fast turnaround of customer requests
• Escalate service requests that cannot be scheduled within agreed service levels
Qualifications
2+ years in a similar role (operations coordination, dispatching)
• Excellent customer service skills
• The ability to garner trust through a quick conversation
o Asks the right questions to get information needed
o Radiates confidence when speaking to clients, even in unsure situations
o Can interact with users of all levels- assistants through principals
• The ability to juggle multiple tasks at once effectively
• Can be on the phone, while instant messaging, looking through emails, etc.
o Stays calm and cheerful in busy situations
• Strong verbal and written communication skills
• Demonstrates clear and concise email interactions
o Able to communicate clearly to relay messages
o Able to connect similar calls to spot trends to alert to management
• Attention to detail
• Ensure client information is correct and up to date
o Make sure all information needed is conveyed to employees
• Strong work ethic
• Punctuality and great attendance is a must
o Works well as a member of a group
Additional duties:
• Greeting visitors
• Client meeting prep
• Sifting through vendors via phone and email
• Checking in deliveries
• Keeping the office tidy
• Ordering office supplies
• Weekend availability in alternating schedules

Supporting Management with day-to-day operational needs
Salaried non-exempt position
Full medical coverage
Salary: 60k

How to Apply

Job Categories: Other. Job Types: Full-Time. Salaries: 40,000 - 60,000.

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