Customer Technical Support

Wine Owners is a growing SaaS provider that offers innovative software solutions to the wine industry. Our platform is tailored specifically for merchants, retailers, importers, producers, warehouses and the on-trade. Our technology is designed to simplify operations, boost efficiency and drive growth.

We are seeking a motivated and proactive Technical Customer Support Specialist to join our growing team. We are looking for someone with a strong technical background and proven experience providing technical support to external clients, who enjoys troubleshooting issues and translating complex technical concepts into clear solutions for customers. We are a small team who all love wine, have a passion for the wine industry and how our software improves the lives of our customers.

Technical Support & Issue Resolution

• Provide timely, professional technical support via multiple channels (email, phone and ticketing system)
• Investigate, diagnose, and resolve customer inquiries, technical issues, and product-related challenges with accuracy and efficiency
• Triage and escalate complex technical cases to senior support staff or engineering/QA teams when appropriate
• Maintain comprehensive and detailed ticket documentation, ensuring accurate logging of all customer interactions, resolutions, and follow-up actions
• Monitor support queue metrics and maintain service level agreements (SLAs) for response and resolution times
• Proactively identify recurring issues and patterns to inform product improvements

Client Onboarding & Training

• Design and deliver customised training programs tailored to different user roles and business workflows within the wine industry
• Conduct virtual and on-site training sessions for new clients during the onboarding phase, in close collaboration with the Implementation team
• Develop training materials, including user guides, video tutorials, and best practice documentation
• Provide ongoing education to existing customers on new features, product updates, and optimisation strategies
• Assess client proficiency and adapt training approaches to ensure successful platform adoption

Knowledge Management & Documentation

• Create, maintain, and update comprehensive knowledge base articles, FAQs, and self-service resources
• Develop clear, user-friendly how-to guides and troubleshooting documentation for common workflows and technical scenarios
• Ensure all documentation reflects current product functionality and industry best practices
• Organise and structure knowledge base content for optimal searchability and user experience
• Collaborate in producing monthly Tips & Tricks and live online Masterclasses to drive product adoption and customer engagement

Customer Feedback & Product Development

• Actively gather and document customer feedback, feature requests, and pain points
• Collaborate with Product, Engineering, QA, and Customer Success teams to communicate customer needs and drive continuous improvement
• Participate in product development discussions to provide frontline customer perspective
• Contribute to the evolution of support processes, tools, and workflows to enhance team efficiency

Preferred Experience and Knowledge

• Experience in technical support or customer success related role
• Demonstrated track record of successfully resolving technical issues and delivering exceptional customer experiences
• Working knowledge of support practises/tools; Ticket Manager, CRM, Google Workspace
• Experience conducting client training sessions, webinars, or product demonstrations
• Experience managing multiple tasks at one time and the ability to deliver each to as high standard as the last
• Comfortable speaking and good presentation skills
• Basic understanding of database concepts, inventory management principles, or ERP systems is beneficial
• Experience working in a SaaS company, while an understanding of wine operations is a significant plus

Personal Competencies

• Resourceful, self motivated, multi-tasker who can to work independently, but also thrives in a team
• Passionate about excellent customer support
• Analytical and investigative mindset with strong problem-solving capabilities
• Ability to build rapport with customers and remain calm under pressure when dealing with challenges
• Strong communication skills including an ability to convey technical concepts in clear, user-friendly language
• An open approach to communication and ensuring that engagement permeates through everything that you do